T-Mobile Reviews

The retail outlet convinced me to get a new phone free of charge, which I did. The new phone had the same problem so I took it back and got a replacement that also did not work. Six months had lapsed without cell phone capability to make calls. In frustration I cancelled the plan. I am now being billed for a cancellation fee of $200 for cancelling the plan early. I was told that when I got the new phone I also entered a new contract.

I called customer service again on 09/22/10 to determine how I could appeal the discontinuation fee. After going through my dilemma with their service, I was told that there was no way to avoid the discontinuation fee. In further talking to the rep, there were no notes in their system regarding my non-service issues except for my first call in January. I asked what would be documented from the current call and was told that the documentation in the system was that I was given a explanation of my responsibility for the discontinuation fee. I asked why there was nothing about the issues that I had just expounded upon again, for the fourth time, and was told that there are documentation standards that are followed that did not include documenting the nature of my call.

I have paid in excess of $230 for the service that did not work between January, when first reported, and August when I cancelled the plan. T Mobile will not consider a refund of those payments nor will they consider waiving the discontinuation fee for terming the plan that did not work. I was further informed that if payment of the discontinuation fee was not received in 10 days, the account would go into collections. I would appreciate any assistance with getting the discontinuation fee waived or getting the service fees I have paid since February for the non-working service returned to me and an avoidance of collection activities. I have informed T-Mobile that I have no intention of paying the discontinuation fee and that was documented in their system.

He printed my receipt and I left. As I got in the car and started driving, I checked and my phone was back on. About 5 days later, I received a call from T-Mobile Customer Care saying my payment had been returned. The checking account did not exist. Since Oct 2008, I have always paid my bill in cash at the payment machine or at a different location. Their receipts all look different. This Brian, whom had on T-Mobile attire and was behind the counter but the store says he does not work there, took my $315 and called in a dummy payment.

Customer Care filed a fraud report, waived the return check charges, but still cut the phones off. I and my wife called repeatedly for hours, when then a customer care rep cut them back on. She called the store and the manager said to bring in the receipt and she will credit the account. I took the receipt in and because it was not a T-Mobile receipt (real), the rep told me they will start an investigation but in order to turn my phones back on I will have to double pay the phone bills.

Went to the store again the next day, talked to the manager and some employees, and they are aware of the scam but they said it is not in the store but in the parking lot. Mine happened in the store. So I went to the police and they also confirmed knowledge of the scam. They said it is more than 1 person, and it has been going on at that location for over a year, and that the perpetrator has threatened the manager and staff.

After being hung up on, and bounced from dept to dept with customer care, which is T-Mobile's 800 number, and going to the store several times, my phones were shut off again after being on for 1 day. They cut them back on after grueling conversations with T-Mobile staff, but will be shut back off on the 23rd because the bill is due for twice the regular amount. Even if this happened in a parking lot, abandoned building, where ever, this person misrepresented your company and I am sure it is not hurting your company to credit the several people's bill for the 1 time because i am sure it won't happen again. But instead, T-Mobile is shutting off phones, charging the bill again and not resolving the situation. And there is no reason this guy should be able to perform this scam at the same location for over a year without being caught unless somebody in the store is in on it. It is not fair for customers to have to eat the cost on this, especially when many people cannot even afford to.

Original Review: Sept. 19, 2010

I went on a road trip vacation with my family for sixteen days. For a little over two days, I was in Vancouver, CA. I have a roaming data plan with T-Mobile and they have charged me more than $1800 in roaming charges for the two days in Vancouver, though nowhere did I agree to such charges. I have expressed to them that a roaming charge of some sort might be reasonable, but $1800 isn't. I have an automatic prepay plan, and they yanked $2300 out of my bank account.

After ending the conversation, I signed up with AT&T with an iPhone and figured that I was done with T-Mobile. Unbeknownst to me, that charming gentleman failed to waive that fee on my account. I was not notified of this (maybe due to the fact that I moved) until I received a letter in July of 2010 from a collection agency stating that I owed them $200 from T-Mobile.

I called T-Mobile and spoke with someone in customer service that stated, yes she did see where it should have been waived and that she would handle it. Then, I received a second notice. When I called back, apparently, the new rep I spoke with said that the woman did not forward it to the correct person with authorization to waive the fee. He said that he would take care of it.

I then, a couple of weeks later, received a call from a mediation department and spoke with a very rude woman who I debated back and forth with--that I should not be charged this fee and that their mistake ended up on my credit report (this is happening while my husband and I are trying to buy a house). She tells me that the representative that day told me that he would prorate my early termination fee due to my contract ending in 14 days. I stated no, that is not what he said, I should not owe anything.

Now, I have a collection on my credit report for $200. I recently called T-Mobile back and apparently, the amount due has been reduced (credited by some unknown person) and now I owe $33. The rep I spoke with said that he has no knowledge of a mediation department and that I need to speak with collection agency to get information. The collection agency says that all they can do is collect money and show a paid debt.

This week, the underwriter turned down our loan due to a recent collection from T-Mobile. T-Mobile has caused us to lose our house and now, my family of five have nowhere to live. We are scrambling to find a rental house or apartment. I will be attempting to call their corporate office but I don't know if I will be successful. Every time I call them, their stories, policies, information--they can access all changes, so why would corporate be any different? Please post this so others are not gauged by unlawful and deceitful business practices.

I explained this to them and they were convinced to send me a replacement. T-Mobile told me that they are going to send me Motorola Cliq with keypad feature since I am having problems with touch screen. When I open the pack, the instrument had no keypad but only touch screen. The second problem was the microphone was not working. People were not able to hear me at all. Third problem is that my internet was not working anymore. I went to the store again to discuss this issue and they agreed that T-Mobile sent me a defective piece.

Most aggravating situation was that they are asking me to pay $30 more for the data plan on top of my existing data plan. Their justification was the new instrument dies not support my old data plan. $30.00 a month is way too much for me at this time and I never asked for any fancy phones. All I requested was to give me some instrument which is similar to Samsung Behold where I can access internet and do some good stuffs. I am already hurting financially. Also, they messed up with my bill twice in the last few months.

They charged me for extra messaging where I signed up for unlimited messaging service. Anyways, going back to the topic. I spent another 2 hours and finally a rep told me that they are going to send me a Nokia or Samsung phone which requires $5 extra a month on data plan, but they wanted me to check back with them this morning. As said, I called T-Mobile again this morning and was talking to this gentleman who said he was the supervisor and there is no one else above him where I can take the complaint to.

Also, he said I will not be having data plan in my service anymore. He also mentioned I don't need to have a data plan. First of all, how can they tell customers to not to have something that they are already paying for? I told him I needed the data plan, which is what I was using all these days with a replacement phone. He denied offering me any help as he said the only option for me is to have a Motorola hand set with no data plans in it or else I have to pay $30.00. The worst factor was the way he was talking to me; it was so intimidating as at the end of the call he refused to give any phone numbers of superiors.

Also, he was intimidating by saying that the next step for me to take up this issue is to go through a lawyer. I cannot understand how and where in the world they can offer such a bad customer service to a loyal customer. I am really dissatisfied with the service and looking for some help to resolve this issue.

One more point to mention, I am having a loaner phone now and they promised to give me credit back, which is in jeopardy now since that person I talked to this morning said I might not get the money back since they delivered a hand set to me already. How can I use a cell phone where the microphone does not work? I am totally in a bad shape now with them. I wasted so much time spending my time explaining the issues to few different people. I had to leave work for 2 hours to fix the issue, which was never resolved. Also, I am missing all my calls from India and my family. It is way too much of mental tension to me and the way the supervisor acted was really intimidating. I am paying money. I’m not sure if it is bad to ask for the service I deserve.

She went on to explain to me that 1 MB would be about 900 Facebook updates. I knew then that I would not use anywhere near that amount of data. She also told me to put my phone in airplane mode if I wanted to minimize my usage and receive voicemails, which I can check later. When I put my phone in airplane mode, it did not work at all.

I proceeded to call T-Mobile again on 8/14/2010 at 3:54 am. The gentlemen told me that airplane mode doesn't allow me to receive voicemail. He fixed my phone and I repeated the information that I received during my 8/8/2010 conversation and he agreed with the young lady. I then turned on my phone and it was able to work.

During my stay in Spain, I checked my account balance on the HSBC website 2 times, went on Facebook about 5 times and checked my email about 4 times. I never opened any attachments on my phone. My bill used an enormous amount of data.

I was completely misinformed by the T-Mobile staff and they gave me a completely inaccurate description of how much data is used based on the type of usage I told them that I do.

Today, I spoke with Corey (employee ID **); he was unable to remove any of the exorbitant charges on my phone. I am extremely disappointed with the level of service I received. T-Mobile was unable to pull phone records of the conversation I had proving that I received inaccurate information. Furthermore, they were unable to give me a clear and concise picture of the amount of data that is used while checking an email. Also, he stated that for having my phone on, I am charged data usage. This means that even if I don't go on my web browser, I am charged for having my phone on and that is outrageous! I think that T-Mobile definitely has to remove this charge from my bill because they couldn't provide me with accurate information and I wasn't able to make an informed decision.

I am more than happy to pay for my phone call usage and text message usage, which amounts to about $270. However, it is completely unfair and inappropriate of T-Mobile to charge me for usage that they clearly don't understand and that I don't understand either based on the information they gave. As a result, I have a pending bill of $1122.00. I am very concerned and hope that T-Mobile can resolve this issue as quickly as possible. Please help.

The nearest T-Mobile coverage area is some 3 hours away, stores are even further. Since last January, I have had the same conversation every month with T-Mobile, just like clockwork. I am being forced to pay for services that are not being rendered. I have been told that I would be reimbursed of the monies for the data stick coverage once they have received the proper documentation, i.e. a letter from my employer as well as a current utility bill. I have faxed the information on numerous occasions and still the problem remains.

Records show that I have not used the device clear back to last January. Still I'm being billed for it and every month told the same thing, "Send the information, and you will be credited." I faxed, mailed and made more calls than I can remember. Always the same thing until now. Now I am being told that my service will be terminated because of "extreme roaming" and any hopes of recovering the monies paid for services not being rendered will not be credited. They have finally received the proper documentation but will not act because they say the person that sent it in is not authorized to make changes to the account.

I sent the information they required, the letter from her as well as a utility bill. But since the letter was written by somebody other than myself, they assumed that she had sent the information. This has been nothing short of an exercise in futility and it being that, i have spoken to an attorney regarding contract law and have been told that small claims is the only route to take. For 9 months, this has been going on and I cannot get a phone number of someone I need to speak to so I can resolve this. I cannot even email the company directly. They continue with their platitudes and lies, and wonder why I get upset when I'm told the same thing I have been told time and time again. I have never dealt with a more incompetent and quite frankly devious company ever.

All three times was a nice colorful pamphlet explaining the increase and I was turned down by a customer service rep and a manager when I told them immediately I do not agree to the new pricing and explained the law that you can not expect someone to keep a contract with you when they originally signed with lower fees. If this was allowed, I could just see it now, my car's monthly lease could be raised every few months regardless of what I signed in contract. So after T-mobile pretended to state each time that I was wrong. I filed an online complaint with the FCC. After T-mobile responded to the FCC on my first two complaints that now they would terminate my contract, I figured I would be marked in their computer as the "Contract-know-it-all-who-always-wins".

For their third increase which was just two months ago, I figured they would cancel my contract before I went to the FCC after I told them in a way I was 2-0 with them on this same issue in the past and I understand the law. Nope, they denied me again, I filed my now third complaint with the FCC and I'm 3-0 without a contract again, still champion. This time when corporate office called me since they always do to respond to my FCC complaint, the female employee remembered me and my same complaint a few months back. What a nice reunion since I won again.

This leaves me to believe they train their associates to deny a consumers right with any contract complaint at first because they know the odds of having those that are unaware of this law and having inexperienced callers with this part of the law which makes it easy to turn down their confidence to even continue their complaint further, leaves people like me in the minority. They know the FCC either wants a company to respond to a consumer with, “I'm sorry, you're right,” or if they get lucky, a denied response if they, know no consumer laws are being broken. The FCC is not as strict in some ways with tallying the total amount of complaints like the BBB actually does so T-Mobile would rather take your bluff or complaint since the FCC forgives when everyone is happy.

In the end the BBB is not needed at this point and cover only particular complaints like the FCC but I would love for their info and interests to become one. So their complaints and consumer ranking show the truth. Both are great to have and I get a feeling of "Now my dad's gonna get ya" every time I contact them to protect our rights. T-mobile and all communication companies should be required to explain in the first sentence and same font size, “The following will allow you to terminate your contract if you do not agree to the changes within 30 days and continue to pay your bill without contacting us”, and then I want a little ~ symbol just with my initials to rub in in their face for how much they put me through.

When I moved to an area where T-Mobile didn't have good service, I stood by the brand by getting T-Mobile at Home. This service allows you to make calls using a WiFi connection. I gladly paid the additional charge even though T-Mobile did not work with me to lower the cost of the service (that I had to use to stay with the brand). The additional T-Mobile at Home service more recently has been an additional charge on my tight budget, which was the cause of inflation and a decrease in pay just so I can keep my job. I eventually had to discontinue the service because I couldn't afford it. When my service was discontinued with T-Mobile, they charged me for three additional months of use and a $200 disconnection fee and a service fee of $140.

I was surprised when the service representative told me this because I thought there must of been an error on my bill. After talking with the representative, I asked to speak with a manager. He connected me to the manager's line and I waited five minutes or more just to be directed to a voicemail, which disconnected me before I could leave a message. T-Mobile was a brand that I would have stuck with for life, if I hadn't experienced financial difficulties, even though I would have paid less with other service providers.

For those of you thinking of considering T-Mobile as a service provider, look at what other phone service providers can offer you and if they cannot provide you with your service, then consider T-Mobile.

My monthly bill before I terminated my service was a little over a hundred dollars a month after my Boeing employee discount. My termination bill is over $600 dollars. As I told the representative, "I'll pay the bill, but you're losing a loyal customer and a customer who paid over $3,000 within the last year of service for your service."

During my telephone conversation with supervisor, Ben, he said he could not do anything because of the policy and we would have to pay this amount. Not being happy with answer, I read the back of the bill to see where I could lodge a complaint. T-Mobile says that if California customers have a complaint that we cannot resolve with them, we can write the California Public Utilities Commission or on their website. However, when I went go to that website, it specifically states that they do not handle complaints regarding cellular phone companies. Not only are they overcharging me, they are also misleading customers regarding where we can lodge further complaints.

In Sept., I received my bill which was $350, $160 more than my original monthly bill. I immediately called T-Mobile where customer service said it was due to the upgraded phone I had, which i never received. I just asked the agent about where he stated I was not eligible. Well, customer service did not believe me. I asked to speak to supervisor which I did. She was very rude and told me just to pay the $350 because that's what I owed. I hung up on her because she was talking to me as if I was a five-year old child.

Next day, I went to T-Mobile store, explained to them what happened. They where on phone with customer service for two hours. Yes, I sat in store for two hours only to be told that I also did not pay my bill in July 2010 and that were some of credit went to, which is a lie because I did not even know about this credit until August when I tried to pay my bill and was told did not have to because of the credit. If I would have not paid my bill in July, my phone would've been turned off next day.

I am now switching cell phone company because I don't feel like I shouldn't have to pay for a mistake T-Mobile made. I paid my bill in July, tried to in August, never got an upgraded phone. So what am I suppose to pay $350 for? After I got off the phone with customer service, I was very upset crying. Couldn't believe that they would accuse me of having a upgraded phone when I was talking to them on phone I've had for two years. I was talked to as if I was a child. I wouldn't even want anybody to talk to my child in that type of way. Then I sat in T-Mobile store for two hours having to pay my children's babysitter overtime. I never got treated with any kind of respect or dignity.

I paid $400.00 for this phone that never worked correctly from the day I rec'd the phone. They have sent me a refurbished phone and want to send me out another refurbished phone. I will not accept a refurbished phone when I paid for a brand new phone. I have not been able to enjoy the luxury of all of the functions that I paid for. So therefore, I want a new phone not a refurbished phone. I have been with T-Mobile for over 4 yrs. I am paying for service every month and I want to be able to use this service as much as I want to, when I want to without issues.

I was informed that not only did I not order the phone, the phones were not free. After a screaming match, they relented that my husband's phone was free but I would have to pay for mine and I had not ordered internet service which is required with the phone. Since I still had time on the buyer's remorse time, I canceled the contract and sent the phones back. I would rather pay more money, get good service and a real free phone. You get what you pay for. T-Mobile has ** and liars working for them and their service stinks.

Well, anyway, I am not the most intelligent man in the world, however, there were other problems too and it has begun to get aggravating. We changed the plan to make the amount go down so that there would be no problems in paying it and every time we have done that, the total taxes and fees have remained the same amount. One would think that if you paid an $80 bill that your taxes on it would be lower than that of a $100 bill. In the case of T-Mobile, you pay the same amount. It so seems that they must be upping the fees to balance it all out and you still pay the same amount. They have also in the course of changing my plan lied about the cost of a plan. I was lowered from 1800 minutes and unlimited text to 1500 minutes and unlimited text. The girl said I would save about $50. Well, the plan we were changed to did not include the text messaging in it and T-Mobile depleted my flex account to pay for texts, three of which were T-Mobile bill texts.

Well, they have circumvented the fact that they owe us $10 for that and because my wife threatened to call the BBB and to file a class action lawsuit, which was today, Shirley, the supervisor she was speaking to not only put her on hold but put her in cyberspace for over 40 minutes before my wife just hung up. Her phone is lost and I do not intend on getting her a new one because we have had enough. Voluntary suspension and waiting out the contract is the only way to get away from T-Mobile. Customer service stinks. It is all foreigners on the representative level that we have spoken to and you can't understand a darn thing they are saying.

The supervisor is understandable but does not want to deal with customer complaints. She is obviously not trained on how to handle people or their complaints. I cannot write everything here because there will be no room for others to complain. But here's the scoop people: T-Mobile is a ripoff to anyone and everyone of their customer service stinks and is left to be desired. You are better off getting some kind of local service or heck get a Magic Jack.

T-Moblie has strung me along since March of this year and decided last Saturday, August 21, after telling me to go to the nearest T-Mobile Store and upgrade to WiFi to improve the service. I have to travel an hour and pay a $17.00 toll and gas to get to the nearest store, for them to tell me they are basically not going to do any thing if I don't pay extra money (that I don't have because I am on a fixed income) to get a more expensive phone with a data plan (that I cannot afford) to fix the problem.

I was also informed by them that I would be compensated back from March once the problem was fixed. Now, they are offering me one and a half month compensation. Please help me. I have not received the service I have paid for, and now, I am being told to kiss off, to put it nicely.

My son is in Afghanistan, and this is taking a toll on me and him, because he worries about me when we suddenly get disconnected and we can't get back to each other. The stress of dealing with this for such a long period of time is very stressful to me and my family. Paying on a monthly basis and not receiving the services I am paying for seems like a breach of contract.

T-Mobile has strung me along since March of this year, and decided last Saturday, August 21st, after telling me to go to the nearest T-Mobile Store and upgrade to wi-fi to improve the service. I have to travel an hour and pay a $17.00 toll and gas to get to the nearest store for them to tell me that they are basically not going to do anything if I don't pay extra money, that I don't have because I am on a fix income, to get a more expensive phone with a data plan that I cannot afford to fix the problem. I was informed by them that I was to be compensated back from March once the problem was fixed.

Now they are offering me one and a half month compensation. Please help me, I have not received the service which I have paid for and now I am being told to kiss-off to put it nicely.

My son is in Afghanistan and this is taking a toll on me and him because he worries about me when we suddenly get disconnected and we can't get back to each other. The stress of dealing with this for such a long period of time is very stressful on me and my family. The money being paid out on a monthly basis and not receiving the services that I am paying for seems like a breach of contract.

Many people who have purchased the myTouch Slide are affected by poor performance issues and T-Mobile will not address the issues. I need a phone that works, I want credit for the service I have paid for and not received and I want T-Mobile to provide a stable phone that works! I have lost several customers because of either not receiving text messages or replying late to text messages that were either never delivered or were delivered very late. Additionally, I have spent over 30 documented hours working on these issues.

On Thursday July 29, I visited a T-Mobile store in Fort Wayne, Indiana. After replacing the SIM card I was still unable to send or receive calls. I was told at the retail store that they would be unable to provide any further assistance and that I needed to again contact technical support. I returned home and again called technical support and was advised that I needed to wait 24 hours for the SIM card to activate. After another 24 hours this time on Friday, July 30, I again contacted technical support. After again another lengthy conversation, I was told that it was a tower issue and an engineer would be assigned to fix the problem.

On Monday August 2, I again contacted technical support as the problem was still not fixed. This time I was told that the problem was with my phone not their system. I was instructed to send my phone to a T-Mobile repair center in Georgia. I was told that my phone would be repaired or a replacement phone would be shipped and arrive within 7 business days.

On August 17, I called customer service to see why I hadn't received a phone yet. I was told that they did not show that they had received my phone (how convenient). I was told by the representative that he would initiate a research form to track down my phone. He assured me that I would receive a text message within 72 hours detailing the findings. After waiting another six days (August 23) I again contacted customer service and again after another lengthy conversation I was told that they had a backlog in researching lost phones and it would be another four days before they would have some sort of answer. I have been unable to use my phone (under warranty) for a month with no end in sight and the only help from customer service is sorry!

I have been told numerous times in the past when I had problems with my phone getting connection that it did not matter that I was showing to pick up through AT&T or Corr Wireless. They always stated that, that is how they do things. That they bounce off of other towers. I hope that you can help and I hope that the public will be made aware of this problem, before they find out like I did and end up with no service!

I pay approx $128.00 for the two lines. I hardly place or receive calls from either of my phones and never come close to the allotted 750 minutes. Internet usage on my line is at a bare minimum and I only access it for business when I am away from home. Now that they are going to shut my line off, I will have to pay the remainder of the 2 year contract, I will lose business because a lot of my customers get a hold of me by cellphone if I am not home and I need the capability to receive my emails and get online while I am away. I will also not be able to call my 10 year old daughter or text her to make sure she is okay, if I am not home or she has a problem or emergency at school. She has the second line phone on my plan. This is going to cost me approximately $400 per month by not having my cell service, plus the cost of the remaining months of my contract. I do not feel it is fair that T-Mobile has the right to cancel my service because my calls are out of their area.

I have called them 5 times today and been on the phone for 3 hrs. Nobody is willing to help. Please help me with that. This is causing me a lot of stress as advisor I spoke to were very rude and arrogant.

I had called because the phone will need send email and jet flicks will not work. Mobile will run 10 seconds after it loads for long period of time which runs the battery down but 10 seconds every few minutes makes show unwatchable. The phone is only usage for calls some text and very slow internet.

Do not have home phone or computer. Bought phone for entertainment points paying more for service and getting less than service than I had with last phone. No one told me I could not use phone. Unlimited, I thought meant unlimited.

When I called and asked for a speedy refund, I was told I had not canceled my account. They would however refund my money. Five days later and after many phone calls in which I was told a different story every time, no record of what previous reps had told me but things I know we had not spoke of. I offended the rep I was speaking with by asking to talk to someone who did not have such a thick accent, so I could understand what they were saying but surely she had not said they can take money out anytime because they had my card information!

To make the long story short, I did not get my money back, went to the bank to dispute the charges and canceled my debit card. I called the BBB and am now refusing to pay them another dime!

In May of 2010, my contract was up, less one phone of which the contract expires in February 2011. Unfortunately, I had to keep this phone with TMobile so as not to incur their penalty of $250.00. My plan was to be only $5.00/month. In June ,when I received my bill, I once again had charges of purchases being made on my account which I disputed. I asked TMobile to investigate and call me back when they had sorted out the problem. They never called me and when I did call, they made it seem like they were doing me favor to not charge me for the equipment that I never purchased. The month of August, I never received a bill and called TMobile to find out why. They then proceeded to tell me that I owed over $150.00. Of course that is impossible. They once again said that I purchased equipment and changed my address which is why I never got my bill.

Once again, I was on the phone with a representative for over an hour trying to sort this out. I had to repeat the story of my problems with TMobile all over again. I did not authorize any purchases and I did not change my address. They now want me to go to a TMobile store and show my ID to change back my address. How is it that TMobile is able to change my address without me being present and now when I want to sort things out they make me out to be the criminal? I want to get out of this contract with TMobile. I have spoken to representatives and their managers to no avail. No one at TMobile wants to take responsibility for this problem which stems at their company. I feel like I'm in the twilight zone with TMobile. Please help me get out of this contract with TMobile.

Their policy is obviously in my opinion a greedy and dishonest one and have little concerned about integrity and the image of good character for their company. Even though I believe no court would force me to pay this unjust bill, it obviously would take more money to do justice and fight it than to bow to their coercive tactics, therefore I paid for the full month.

I've had to contact T-Mobile numerous times because I do not get service within my home and I drop calls frequently. I've expressed that I use this phone for work and can't afford to have calls dropped 6-10 during a conversation. I also have had restraining orders in the past with my ex-husband and not having a phone that can be used is a safety concern for not only me but my family. They sent a technician out to my area on 8/6/10 and assured me that after that, the issue would be resolved. I was informed that if I still experienced issues that I could cancel my account. This technical representative was even on the phone trying to troubleshoot my problem when we lost connection. He returned my call and left a message laughing how ridiculous it was to have to deal with such service.

I've recently contacted T-Mobile again since it had exceeded the 72-hour window only to be caught back up into their Customer Service Department wanting to troubleshoot my problem, sell me an upgraded phone, and to be told that my "trial period" had ended which at no time was ever made known to me. The customer service representatives are often extremely rude and unprofessional on the phone. In one instance, I was put on hold for an exuberant amount of time after he became frustrated trying to resolve my daughter’s issue with unknown callers. My account was initially set-up incorrectly and had to be fixed, we've changed numbers twice, accidentally changed my number while making changes to the account which left me without a phone for 48 hours and I have a phone we can't use because of safety concerns.

I've only had the service for 4 months, have made numerous complaints of service and now they want to charge me with cancellation fees for a contract that I am paying for, but they aren't fulfilling. I simply want out of my contracts so that I can go back to my previous carrier! I have to have my phone for travel and work. I also need it so that I have access to everyone for purposes of my daughter. I can't continue to carry a cell phone that is inoperable 98% of the time.

I have extremely frustrated clients for work and my employer due to the amount of dropped calls and times of no service. My family members and friends are beyond frustrated and have resorted to text messaging only because of their inability to get in touch with me and keep a continuous call going. I am paying for 3 phones for a service that does not function well in my area. My daughter is 8 and needs to have a means of communication while visiting with her father, she is unable to carry her phone due to safety concerns I have of unknown callers to her number.

Over one month, I received a bill from T-Mobile for the amount of $68.86. First two weeks, I think maybe mistake, then May 9 I received another bill for same amount $68.86, I contacted T-Mobile customer service at 1-800-, I spoke to a lady by the name either Sherrie or Cheryl who stated that local store does not have authority to allow the one year contract to be expired, I have to request customer service. I asked her why is not in my contract and why T-Mobile did not train the local store employees the proper information; she did not answer but stated she willing to take 50% off my bill she stated my final bill is $68.86 for me to pay $34.43 to closed my account with T-Mobile. I told her this is not fair as I have not use my cell phone since the first week of April as I thought the phone already terminated.

Although, again I believed in the employees at T-Mobile, I sent the payment of $ 34.43 in 06/14/2010 in which the statement from T-Mobile date 06-11-2010 amount due $34.43. In July 07/05/2010 I received an invoice from T-Mobile show amount due $70.86. I thought that maybe the promised to clear up my account not yet kick in. In August 5, I received another invoice claim that I owed $70.86 I call talk to the lady who confirmed that I have to pay T-Mobile $70.86 to will report me to all credit agency and sending to collection agency. The threatening gets my husband so upset and put him in pain.

My Husband is an 81 year old, a cancer and heart patient. I am still working to pay our bills, and I am worry such all date at work that T-Mobile or Collection Agency calling my home and get my husband upset. I did not renew my one year contract, I go out my way to save money, instead, T-Mobile continue to bill me the service that expired in 03/30/10. We have not missed a payment to them doing the one year contract, and we have not used the cell number since I requested to discontinue cell service the first time at local T-Mobile store. How I go about to end this problem. Please help me.

Now I recently received another bill for $519.98. In there is $200.00 for each line plus $99.00 for the account and plus $19.98 on the second line. I called them and they told me that even it was only one day of service, I have to pay the whole month, plus the active the contract because I bought a phone in March with a discount and that affects my contract and for that reason, they charge the $200.00 for each line.

They no have answer to my problem. Even if I told them that I pay them the monthly charge of $119.98, they override the $400.00. That I think is unfair and over charge. I can't believe that this is happening to me. I can't even sleep. I can't afford to pay them. It's discriminatory, what are they doing. What they said in the commercial is not true.

They offered me a refurbished phone with a $539 deposit. I don't think that's fare when I purchased it brand new. I would like a different phone or I want to cancel my service and go some were else.

Have a secure cell phone experience with another carrier like Verizon or AT&T!

Two years worth of monthly rates for non-coverage in my home at 37086. They just don't get it. Sucked me into another contract swearing it would work with their new towers and bam! No coverage. Very expensive lesson.

After being frustrated with having a faulty phone, or none at all because I'm waiting for a new one to come out, and the rude customer service reps I've had to deal with who like to jump to conclusions before hearing what you have to say just so that they don't have to help you - I simply requested after 5 1/2 years t-mobile release me from my contract and waive the termination fee so that I can go to a provider who cares about me as a customer and will provide me with a working phone that I won't have to waste hours with customer service to exchange every few months.

Well, I call customer service, get a woman who was polite but wanted to do anything but help me, transfers me to some clown who claims to be a floor supervisor, who had an attitude from the beginning of our conversation and went as far as to accuse me of trying to scam them because 2 weeks prior I requested a SIM unlock code (which by the way I am FULLY entitled to) because I was leaving the country on vacation for a week. I have always praised t-mobile and recommended them to others looking to make a change however I will never recommend them to anybody again. Their service is not not sufficient anymore and their customer service is horrendous.

I spoke to a representative within the department by the name Dino which in turn gave me a credit of 5.00 dollars. I informed the representative of the previous conversation which was disconnected and informed him of the issue with the Blackberry. I was informed that I would be able to go to another location to get a loaner phone. However, no one in the original location or over telephone told me that there would be a $54.44 fee for the loaner phone. When I arrived at the other location, I spoke with the store manager Rhon who informed me that I would have to pay this fee in order to receive the loaner phone. I informed the manager that no one informed me of this fee for the loaner phone and I spoke with a representative in house and two representatives over the phone and no one informed me of this fee and I was left with out a phone for over 7 to 8 hours.

I followed up with the same department on August 5, 2010 to address this issue and have the matter investigated yet. I was not given any response as per why each representative of T-mobile gave me in accurate information and why I was informed to purchase a new phone during my visit with the Flatbush store or why I was not informed of policy and procedures of the company on loaner phones and fees. I was unable to receive an urgent message from a friend that was hospitalized on the same day.

On May 12, 2010, I called T-Mobile because my phone was defective. In the call, they notified I had 23 minutes left from the 400 minute plan, and as a courtesy ,they would add 150 minutes for each line. At the end of the month, they were charging $37 extra for minutes over. The representative Corlie (ID# 1270786) stated their system had probably not updated on May 12 and I did not have 23 minutes left, and she could not verify when the bonus minutes took into effect. To summarize the story, Corlie stated I would receive $37 credit on June 2nd statement, because she could not verify when the free minutes took into effect. I never received the credit, and T-mobile supervisor says they have no notes on my account regarding this credit. I asked to verify if T-Mobile is accredited with the BBB and Kim, a representative (ID#0840127), stated that yes T-mobile was accredited.

After this, I had more problems with them receiving the defective phone. Representative Matt (ID#0840892) stated they have the defective phone in their possession as of August 3,2010 but they are still charging me restocking fee of $394.83 and I still have another year of contract. When I call, the reps say I am under investigation, as if to scare me because I asked about leaving the contract. They said $200 each line and then the rep said it would be lower later but no answer as to what the amount.

I purchased the defective phone through Amazon for $50 for 2 years. Once again, I asked if they are accredited with the BBB, and Matt stated he did not know what that was and then placed me on the line for a few minutes.When he came back, he said yes they were. I went to Colombia in June and I was told I could be charged .35 cents per text what they didn't tell me was that I would be charged for all incoming calls while I was away. I am now charged $38 for both phones for incoming calls while in Colombia, that I did not take. I have been making payments even though I have disputed these 3 charges. The past balance of $444.56 I have not payed for the cell phone that they have in their possession and are trying to add restocking fee as of July statement.

Throughout the multiple calls, I have been put on hold for more than 20 minutes, hanged up on, questions are evaded and they repeat the same sentence without answering my questions and I have had trouble getting transferred to a supervisor. When text messages come in or out, the same messages is sent more than once. Calls are cut off due to bad receptions. I have received complaints from family and friends that they have called and I did not show a missed call. Overall, I have been given misinformation from the representatives when I call, regarding their "whenever shared minutes" left on the phone. They also omitted information regarding roaming international minutes. And finally, $394.83 charge for restocking fee, of the defective phone that they already have in their possession. I was told once they receive the defective phone, I would not be charged restocking fee.

The most important issue I would like resolved is the defective cell phone which T-mobile stated I would not receive restocking fee once they had it in possession. Secondly, I was not informed of incoming calls which are charged regardless if you answer or not. I would have not have taken the phone and used the text messages in Colombia, if I would have been given the correct information. Third, I was told I had 23 minutes left on the account. It seems the representatives do not have up to date information on their system regarding minute usage and when free time bonus minutes start to apply. Therefore, I was charged extra. Representatives can tell the customer they will receive credit and omit this information on the account, and there is no credibility or way to verify this information in general. I would like to receive a credit, for these 3 issues and cancel the contract, for fear of future extra fee's that will be added and their supervisors do not take the time to investigate the fee's or problems arising from misinformation from the company. I would also like to know if the information given by the supervisors, that T-Mobile is accredited by the BBB, is a true statement.

$394.83 for defective phone, that would be accredited once they receive it. I paid $50 for this cell phone, not $394.83. $37 for credit that Corlie (ID#1270786) stated I would receive because I was still within my free bonus minutes. $14.95 roaming charges for one line, on calls made while I was away in Colombia; $23.92 for second line, for incoming calls not answered, while away in Colombia. Representative did not give me all the information regarding international usage, only information regarding the text messages. Total $470.70. The feeling of being threatened to the point I have to stay with T-Mobile because I'm afraid my credit score will be damaged. This issue has me worried and I honestly don't know where to go to or who to complain to.

This month, they went ahead and charged me around $450, and since I am enrolled in Easy Pay, they took it straight off of my account. Upon calling customer service, I had to argue and explain myself to them. If T-Mobile says that they have such good customer service, why would I have to explain myself for a mishap that they caused? According to T-Mobile, the amount has not been taken out of my account, but my bank differs on this. I had to take time out of my work schedule to file a dispute with the bank.

As of now, I am out of around $450, and T-Mobile representatives say that they cannot do anything about it. It goes to show what a third class service T-Mobile provides in a first world country like the US. I am extremely disappointed in how T-Mobile representatives have handled the issue. Once my contract expires, I will never ever again turn back to T-Mobile, and I hope other will see this and realize the poor service from T-Mobile. I am currently out of around $450, and have had to make several calls to my bank, and T-Mobile. Above all is the mental frustration this has caused me.

On June 24th I switched my service to Verizon Wireless that had a much better coverage in my area. The Verizon Wireless agent informed me that I should be entitled to a refund from T-Mobile without a contract termination fee (buyer's remorse) because I only had the phone for 15 days. I have returned the phone to T-Mobile in a mint condition with original box, complete with all attachments using the prepaid shipping label they provided with the package. So far I did not receive any refund out of the $429 I prepaid. I called T-Mobile this morning and asked about a refund.

They informed me that I will still be charged an early termination fee of $198.90 even though I cancelled my contract before the 30 days because I did not call them prior to switching to another carrier, but they might issue me a credit for the unused portion of the monthly service, which is $108.00. Even with T-Mobile issuing a refund for $108, I will still suffer a loss of $321.00 for using their service for two weeks.

We contacted T-Mobile customer service and technical support regarding this issue on numerous occasions. They finally agreed to send us replacement phones and waive the shipping fees (so we were told, our current bill shows we were charged for shipping/handling). A local T-Mobile rep named Mark ** at the Saint Charles branch was in contact with T-Mobile tech support and attempted to explain the problem on our behalf. Once the new Behold II phones arrived, we immediately began having the same issue of contacts not being accessible. In addition the phones would power down automatically and drop calls. At this point we had invested quite a bit of money and time in these phones (and accessories) and were understandably frustrated!

We contacted T-Mobile customer service again and were told we would have to get the same phones through the manufacture's warranty (and pay shipping charges) or pay to upgrade to a new phone. My wife sent an email to T-Mobile corporate office and received a phone call from Jason **, T-Mobile Executive Customer Relations Department. When she explained to him the issues we were having with the phone and the lack of support with customer service, he became arrogant and condescending, and stated in so many words that the buck stopped with him and he wasn't willing to send us replacement phones at no cost or let us out of our contract (waive fees).

My wife explained the fact that for the last 8 years we have been loyal customers and never had a complaint until now. We expect to be treated fairly and have comparably-priced phones (as our original Memoirs) shipped to us at no expense. There is obviously a glitch in the Behold II, and we do not want to try a third set. He simply repeated his company jargon and had already made his mind up. He was not willing to attempt to rectify this situation. When my wife stated she would be forced to file complaints against T-Mobile, he responded with a very cavalier attitude that all the complaints would end up back with him and the outcome would be the same. When my wife asked for another Executive Customer Relations Representative to assist her because she felt there was a conflict of attitudes with him, he refused and said that she has to deal with him.

Funny how their "C" rating with the Better Business Bureau reflects that attitude. Maybe they need to revamp their websites' code of conduct which claims:

"We are passionate about our Customers' satisfaction. We are considerate of their valuable time and hard-earned money. We strive to find ways to improve customer service."

Jason **'s pompous, arrogant attitude is going to end up being a liability for T-Mobile. The company would be better served by hiring a team of Compassionate Professional Executive Customer Relation Reps that truly care about the direction of the company and the customers they service. After all, the customers are the reason they have jobs in the first place!

I explained to the representative the only reason that I agreed to the phone is because I was told that I would be able to make monthly payments and I could not afford to pay the phone in full. She informed me that there is nothing that she could do about it. I then told her well if I have to pay the phone in full, I would just send the phone back. She told me that was definitely an option and that I still had time to send the phone back. She then gave me the address of where to send the phone back and told me that I can use a carrier of my choice to send the phone back and once I send the phone back call them back with a tracking number.

I did just that. When I called to give the representative the tracking number, I was told that it was past the time allotted to send the phone back. I explained to that representative that I was told that I still had time to send the phone back. She then proceeded to tell me that she would set up a follow-up for the National Return Center to investigate what I was told and I would receive a call back on July 26, 2010 to let me know rather or not I would be credited the $200 back for the phone.

On July 26, 2010, I never received a call from anyone on July 28, 2010. I called to find out the status and was told that the charges will stand and no credit will be issued to me. I then asked to speak with a supervisor. I was told by the supervisor that there is nothing he could do and that I would have to pay for the phone. I told him I didn't feel that was accurate. I then asked them to disconnect my service with T-mobile effective immediately and he told me that he could not make it effective immediately but instead I would have to wait until Aug 1, 2010 to have the service disconnected. I told him that is unacceptable to me and I asked to speak to someone above him. He then told me that I could not speak to anyone else and said thank you for calling T-mobile and disconnected the line.

T-Mobile's technical support has already determined that they are manufacturer's problems and that I did what the store asked and contacted technical support. I went through all of their hoops to determine that the phones are defective. I was told that all I had to do was take them to a T-Mobile store and they would be happy to exchange them. I went to two different stores and they were anything but happy to exchange them.

It took an extremely angry call to a manager to get any resolve. Even then I was told that there may be a $100.00 charge if they find anything else wrong with the phone. I do not trust that there won't be something else wrong with it when I send them back. While I was in the store on Arlington in Riverside, California, there were six other people in the store that were just as angry as I was about T-Mobile.

I have been put into a position where I had to get extremely angry and potentially embarrassing situation inside of stores. I have been inconvenienced because my phones still don't work and I have had to run all over town trying to get decent customer service. I have lost time away from work, home and family trying to deal with this.

Customer Service does not listen; I advised them that I was at work, LT G. continued to talk and talked over me. I felt LT G. was unprofessional, for him to be from the executive office, he was not prepared, did not understand the situation, unprofessional, and refuses to let me talk to someone else. They refused to call me after my working hours; rather than build a customer relationship, he used trigger words including "you" statements and caused more frustrations.

LT G. was not able to provide me with different plan options and said that he would have to call me back the next day again, during my working hours. LT G. did call back the next day and again rather than work with his customer, he pointed fingers and blamed and stated that I was told when I increased my minutes that I could not go back to a lower plan, and the best he could do is change the plan for a $20 savings. It's a horrible experience and they have terrible customer service/treatment.

T-Mobile needs to stop sending their text messages to make money for sales or advertisements. They should protect the consumer and send text message when approaching the minute usage for the plan. T-Mobile needs to be able to provide callback options after 5 PM to avoid customers having to be on cell phones during working hours.

I was set up with a new phone and I thought I would be able to pay it off in installments. When I spoke to 4 people on one phone call July 1, 2010, I was told by one lady to call back by the 21st of July and payment arrangements would be made. I would need to get a loaner from the nearest t-mobile store and mail this phone back for them to do it.

Today is July 19, 2010 and I have spoke to 6 different people. I was told 3 times I would be switched to financial care where I kept getting cut off. I feel I was lied to from the beginning so when I pay this last 2 year agreement off I will not be renewing my account. I will make the payments monthly as I always have. But I cannot give T-Mobile a good recommendation to anyone.

I should have known better. Now, I am stuck with a $300.00 bill of which I have to pay $175.00 for a phone. I have never in my life paid that much for a phone not even a dress or a pair of shoes. If I had known that I could not be put on an installment plan where the monthly payment would be less, I would have gone over to another carrier instead of stay with you people. I live on a fixed income. Now, I have to make a decision to let my medicine go and pay for this phone.

But I want to thank you for the lesson. Every old person should get one often to remind them never to trust anyone. So thank you very much for my lesson.

He told her, “Don't use the Internet, and don't make any calls because it would be very costly.” He said she could text for 35 cents per text message and that would be cheaper. So, on the 21st, when my granddaughter was leaving, my daughter called again to make sure she was clear about texting international. The second customer care person told her to cut off her synchronization data and roaming data, but she will still be able to text for 35 cents outgoing and charged 20 cents per incoming text message. My granddaughter turned off all data, and on May 29th, she called her mom from the cruise line. She asked if she could call and find out why she could not send or receive text.

On the 29th, my daughter did what my granddaughter requested, and she called the customer care department. She talked to a female customer care representative. She told her that my granddaughter could not send or receive text messages. Then she said, “Let me check her data to see if everything was turned off right.” It was all okay, but she did not know why she could not text a message. After she went through the Internet work, she then told my daughter that she needed this free international roaming text on her phone, so she would be able to text.

My daughter asked if this would cause her to have a high phone bill, and she assured her that she would not. The only cost would be 35 cents per outgoing text. Also, she said she had unlimited text messaging, so she would not get charged for incoming text messages. The customer care representative then sent my granddaughter a text message from T-Mobile to see if it worked. The text read “Turn off your phone and cut back on. I am on the phone with your mom. Send a text to your mom.” After that, my granddaughter was able to send a text message to her mom.

When I received the bill, my daughter called and talk to six customer care representatives because the bill was not accurate. My granddaughter did not use the Internet. She knew that she was only allowed to send text messages. The charges started racking up the day my daughter called to fix the text messaging. They told me the charges were accurate, and I need to pay. My daughter disputed the charges. She asked to speak with a supervisor. A supervisor by the name of Heather was put on the phone and my daughter explained the situation.

She told her the same thing, that the charges are accurate. She was not trying to hear anything my daughter was saying, so my daughter asked to speak to her supervisor or to the complaints department, and she told my daughter, “No!” She asked if there was anything else she had to discuss other than the bill, and she said was hanging up. She did this while my daughter was still talking. The whole reason for my daughter calling was to make sure I did not get a high cell phone bill. I have been a faithful customer for four years. My daughter would not have allowed them to put any feature on the cell phone that would cause a high bill. It is T-Mobile's responsibility to educate a customer on everything. They should all be in one accord with information for the customers.

Service at T-Mobile had always been a good experience until I visited the store at I 45 and College, store # 8363 Houston, Texas. I had a very difficult time with an employee in training (Jessica) who informed me to go home and call customer service! How do I go home and call customer service on a phone that is not working? She said it was a warranty issue and I would get a phone in 3 to 4 days. The reason I stayed with T-Mobil until this time was because of consistent quality service. I carry a Blackberry because I have a business and employees and customers can contact me direct. I believe in customer service and it has rewarded me well. My old customers are 90% of my business. Without them, I would fail.

I decided to go through the chain of command because it was clear that this employee wanted me out of the store so she could make sales. I asked to the store manager who backed her employee confidently. Rola even gave me her dealer code of **. After several direct lies from Rola that the 8700 was an excellent phone with no track ball problems and that T-Mobile did not even have a new improved track pad, she seemed very happy with herself. I left the store heading for a new cell phone provider. Service with T-Mobile was now worthless to me

A friend, who was with me at that time, suggested that I try another store. He had worked in retail and could not believe the arrogance he was hearing. We stopped into I 45 and Almeda - Genoa and talked with a helpful employee named Bryan **. The customer service seemed to be his only concern. He introduced me to the store manager, Matt **, who was very helpful and I went out of the store with a loner phone.

I made sure that would be okay with the other person on my account, chose a new carrier, and then called back to cancel my account. When I did this I verified that I would not be charged an early termination fee. Later, I received a bill for about $600, for two early termination fees and the cost of a new phone which was supposed to be free. Magnanimously, they said they would cut this in half, even though I was rightfully charged the fees because there was "some coverage" in my area. It would only be possible for me not to be charged the fees if there was no coverage at all. Not only was I told I would not have to pay these early termination fees in the first place, but I would like to know what use a cellular service is if it only works a fraction of the time.

When the following month came after that, I was told by another customer service lady that I was never on unlimited plan and I was on the 1000 minutes and unlimited text. I explained to her that if I thought that my plan was 1000 minutes I would not have let 300 minutes still be on my phone before the next billing cycle which is the 17th of every month. Thus, I would like to change my phone to another company, but at this time I am in a 2-year contract. I feel that T-Mobile is really taking advantage of the services that I was receiving and as different months go by and talking to different customer services persons that they do not care about their clients. They are rude and sometimes they will hang up the phone. The supervisors are no better to talk with. Thank you.

Called T-Mobile a third time. Spoke with Rick who reiterated I was to go back to Brussels and call from another phone. He refused to transfer call to tech support and stated no supervisor was available. Ability to call from Europe to USA was reason I chose T-Mobile, as an airline employee. Have been with company over three years. Phone was purchased in England over seven months ago. No problems until now. Did have same problem two phones ago in 2007, it was resolved in a very cooperative manner.

I am asking that T-Mobile honor their customer service agreement with me on this issue also, and also that I not be forced to speak with a T-Mobile representative while driving. I feel consideration should be given to me regarding my safety and time. Also verbal statement be honored on call backs. If not possible, may I please be released from my contract and early termination fees waved. It is imperative I have a phone that works when traveling to Europe four to five times a month. I need this for my job and personal contact with my family. Thank you for your time and assistance. Not able to contact anyone with traveling with certain countries of European community.

I have called TMobile and spoke to their customer service reps as well as a supervisor named Ryan. All have been unable to help me and their solutions to the problem have been to purchase a WiFi internet device and service and then they can provide me cell phone service through my WiFi internet!? One of their customer service representatives asked me if I might consider moving? I pay almost $100.00 a month for cell phone service that I am not getting now when I am at home. I have a second job as a real estate salesperson and this requires me to be on the phone often during the evening hours. This problem has inconvenienced me greatly and I am infuriated at their lack of ability to provide me cell service in my apartment.

I have 8 months left on my contract and TMobile refuses to release me without charging me the $200.00 cancellation fee they charge their customers. I feel this is unfair because they are not able to provide me the service I am paying for and they are not living up to their end of the contract. The supervisor "Ryan" who I spoke with last on Saturday July 3, 2010 stated that they "cannot guarantee service in the home" but because I live in an area that shows good service they can not let me out of the contract without the termination fee! I can not believe how this is fair or good business. I have no cell phone service in my home and I am forced to go outside and walk around when I have to make calls and this is what I am paying for.

Again, their solutions have been completely unsatisfactory and have been nothing other than suggesting that I get WiFi, purchase wireless internet service and then buy one of their phones that work off of WiFi as if I do not spend enough money for my phone with them already! I have found out that the person who lived in this apartment before me had Verizon wireless cell service and had no problem so why can't TMobile provide the same? I have had a friend with Verizon come to my apartment and confirmed that Verizon does have cell service in my apartment. If other companies can offer service in my apartment then TMobile should as well which is why I feel they should not force me to honor the contract when they can not!

Can you please help me in anyway with this? All I ask is to be let go from TMobile without a cancellation fee because it is only fair! I am in need of your advocacy as TMobile has been completely uncooperative with this situation.

Each phone they have sent is either the same one or a downgrade from my original. Their service is totally inconsistent and unreliable and they are not remotely providing a service they should that I have to continue to pay for or honor. How unreasonable is it for me to get a different provider and then lose mobile to mobile with my kids which causes me to pay more for something I did not do as well as all other costs associated with obtaining a new provider? I want to be released from the entire situation that I did not cause and they are not providing or living up to the service they agreed to provide to the consumer.

Ironically, they blamed our phones, so we tried to upgrade. After a supervisor sent us to a local T-mobile store with all notes in our account for upgrades to another phone (their inexpensive model), the manager of the store told us they didn't have the model anymore. So I asked why it was still on display. He said they just didn't take it off yet. I didn't trust him. So I sent my daughter to the same store 2 hours later, and she asked for the same phone. And the manager brought it out. T-Mobile's manager lied to us. Don't trust them!

Also, if you sign up with a contract, your phone is free. If you get a month to month without contract, you have to pay for the phone. I paid for my phone. I advised them not to bill my account but to send a paper bill. They absolutely refused to back off their stance that I had a contract. I've not signed a contract with them. I asked them to produce a signed contract. They don't have one. Flex-pay is a scam if you only want month to month. Either that or the employee who was putting in my info gets some kind of bonus or percentage for contracts and simply decided to help themselves to it. They want early termination fees that I do not owe them at around $200.00.

After my arrival home yesterday, June 24, 2010, at approximately 6:00 PM, I placed a call to T-Mobile Customer Service. (1) The representative told me to go back to Brussels and call T-Mobile in USA from another phone to resolve the problem. It could not be fixed in USA. (A) I spoke with a Supervisor, April, who informed me she understood, felt for me and she was not sure how the problem could be fixed. I had to ask April over three times to connect me to Tech Support.

Finally, the call was transferred to T-Mobile Technical Support. (2) I spoke with Greg, a T-Mobile Tech Support Employee. Greg was very professional and from the conversation, I felt assured he had the knowledge to fix the problem. However, the call was dropped. (3) I placed a third call in an attempt to be reconnected with Greg or another T-Mobile Tech Support Employee. I spoke with Customer Service representative Rick. It was reiterated by Rick, I was to go back to Brussels and call T-Mobile from another phone other than my T-Mobile cell. Rick refused to connect me with a T-Mobile Supervisor, as he stated none were available. Rick also would not transfer call to T-Mobile Tech Support.

At present, I feel very disappointed. Placing calls from Europe to USA was the reason I choice T-Mobile. This is a new problem. The phone I am using was purchased in England over seven months ago. I have not had this problem since 2007 and that was three phones ago. It was resolved in the past. If technology has changed and this problem cannot be resolved, I would like to be able to cancel my T-Mobile contract without any early termination fees. If that’s not the case, I would feel T-Mobile should assist me with having the phone service I was promised, have been using and paying for. Thank you for your time and assistance. If you contact me by phone and I do not pick up or return call immediately, please understand I could be in the airplane or in another country with no phone service.

I called to try and resolve the issue once again and they were unwilling to let us out of our contract. They said that they would replace the SIM card, but that I would have to pay for it. They also asked that I continue to be patient while they work on their network. I asked how long that would take because we used our phones for business, and the manager stated he didn't know and that it could take a while. I then asked if we can just cancel our contract and have them waive the fee and he said there was no way to do this.

I went back to the kiosk and again told Gustavo what happened. I said that I never authorized 2 additional numbers to be added to my account and I wanted those 2 new numbers cancelled immediately. He said, "I'll take care of everything for you--don't worry about it.” He made a phone call (he said it was to T-Mobile customer care). He stated that everything was taken care of; he also was able to get a $25.00 charge removed from my bill. I thanked him, even paid my bill there and left the kiosk.

The next day (day 3) I called T-Mobile to find out why fraud never called me and after speaking to the customer service rep, she told me that I now had 4 phone numbers on my account instead of 2. I was now being billed for 2 additional numbers that I never authorized and these phone numbers were numbers I never had and did not recognize. The rep said the only way to cancel the 2 numbers was to return my equipment to the T-Mobile kiosk in the mall.

Once again, I went back and one of the other sales associates told me that they could not accept the extra equipment because the manager was not there and they did not know when the manager would be in, possibly the next day. I then went upstairs to the corporate sales office and the sales associate there told me that the kiosk salespeople were "idiots" but that they themselves could not help me because the kiosk people were independent contractors. By the way, they also told me that mine was the 3rd complaint of the day against the sales associates at the kiosk. It just became a terrible problem from that point on. I was so upset because I was being charged still for two new additional accounts. No one would accept the equipment. The sales associates at the kiosk, especially Gustavo, thought the whole episode was actually funny. Customer service at T-Mobile, when I got home and called again, refused to help me.

Initially, they replaced it quickly with no issues. This second go-round, they are making it more costly because the manufacturer will only pay for certain things. Why not suck it up and work with the customer versus the manufacturer? Customer service agents I talked to, agent 2 and 4 told me that there was not any known issue like mine. Agent 1 and 3 tell me there is. Going out to forums, it is clearly a known issue with users. Just because the manufacturer is not on top of it doesn't mean that the seller (T-Mobile) cannot be. They made me feel like they are intentionally telling a lie to make a profit.

Nowhere along the way through the last six months of this ridiculousness has the company offered to replace the phone with another brand at a reduced or fair fee. T-Mobile refuses to behave even remotely like a good retailer. They are hardly at par with Wal-Mart as far as taking care of the customer. Sears, Macy's and many other companies offer true concern for their customer and problem solving over and above the kind of response I have gotten to this point. It is unfortunate that this and other firms like it have yet to learn the lessons that others have, your customers must feel cared for and satisfied or your bottom line will feel it. Fortunately, I am not solely reliant on this phone or I would be less tolerant of the problem.

The fourth person I talked to explained to me how internet usage was charged different than minute usage and that what probably happened was a result of apps that kept running on my phone. She arranged two payments of $100 each to be paid that day and the following Monday and transferred me to who she said was going to dispute the remaining charges. That is when I was told to call back with accurate information on what I used the internet for and based on that, the extra charges would be taken off. When I called to say I only used it to send a couple of emergency emails, they told me they couldn’t do anything and the charges were still valid. Based on the fact that I only sent two emails, I refuse to pay $1,336.20 worth of services.

I find a text message from T-Mobile telling me that I’m responsible for all roaming charges, is not enough warning to charge their customers $30 for an email depending on how many attachments the email has. I feel they have abused their power as a company in doing what they legally had to, to charge me an unthinkable amount of money. I am aware that there are many disputes over the same subject with T-Mobile from many other customers. I find really unfair to be charged so much money for minimal internet access. I also find very convenient for them to see I’m running an over $1,000 bill and just let it keep running without a phone call or text warning when that is more money than what I spend in a year with them.

T-Mobile never had a problem having any phone I paid insurance for replaced. So now, I paid insurance for a phone they will not cover and they refuse to reimburse me for the insurance I have been paying for 2 years. Now, what is the purpose of T-Mobile charging me for two insurance policies on phones they will not cover. The money I spent on Insurance for two phones could have covered for two phones.

T-Mobile asked if I wanted insurance on these phones. In case they get lost or damaged, they will cover them. Now that I lost the phone, they are telling me that they will not replace it. Neither one of them want to return the insurance money back. Why promote insurance on a phone they will not cover? I paid over $200.00 on insurance to T-Mobile and I paid $130 for a phone and had to use upgrade privilege in order to get a phone replaced. This is not fair. I just paid for the insurance on my husband's phone only to find out that they will not cover that either. I want my money back.

I sent that one back, and received another. The second phone has the same thing. I sent the second phone back and received another one. The third phone: same thing. I called Customer Service again. All they would offer is a lower grade Blackberry phone for exchange or send me another Fender Phone. From April 2, 2010 to now, I have had 3 Fender phones and none of them take photos--which is the main reason I upgraded, I wanted a camera phone.

I have spent countless hours on the customer service line troubleshooting the same problem in the same ways, and still no pictures or video. I have asked that American Express refund my $239 as I have the extended warranty with AmEx. I went to Costco to see if I could buy another phone. I can, but I am not able to use the upgrade as I used it with the Fender phone that doesn't work. So now, I would have to buy a phone for $400 - 600 full price.

I am so upset that I can't get a phone that works from T-Mobile. I hear the same thing over and over, and still I don't have a phone that fully works. I had my last phone for 7 years, a simple flip phone - and never a problem with the phone. I upgraded, paid more money, and I have a phone that doesn't fully work.

Now after several more attempts without success I call again. This time I am informed that it will take 48 hours for my new data plan to take effect and I cannot go back to using my G1 as they are different plans. When I insist I need my data plan and should have been informed of this issue to be able to adapt, I get only an apology and then a suggestion that I might try my G1 anyway as they will try to rollback the plan. When I ask what will become then of the My Touch, I am told that it might work but if not I can always try again.

Loss of communication with business contacts.

I spoke to several T-Mobile reps and the only response I get is that they can set me up with a payment plan to get my phone cut back on. If I had known the rate data was 15.00 a megabyte, I would have never sign up for the international plan. I ask why they not cut the phone off when it got to 500.00 dollars, their response was they do not monitor international. I feel like been scammed. I have been with T-Mobile for two years and always pay my bill. Now for 5 days, I owe 2,600 dollars.

Manager Jay ** sent an email to "courtesy credit' as advised by FlexPau customer care and so far I have heard zip! I expect full remuneration. I was past the 10 day return policy due to misrepresentation by a T-Mobile salesman and no fault of my own. I have cancelled the phone on April 30th, as was my plan, and had hoped to reactivate when next visiting the USA. Hoping to hear from T-Mobile very soon. Thank you.

One month's use of a pay as you go T-Mobile phone cost me at least $150, possibly more, and I had to drive to a pay phone and buy a phone card, to call my children in Canada numerous times.

So I have to get that sent back in (as if I have nothing else to do). To add to irritation and inconvenience, when I purchased the phone, they sent me two and charged me for two and when I called denied charging my card twice. So not only was I charged twice but I had to eat part of the cost of sending back one of the phones as they only gave me a partial credit to ship back the phone. I have been with them for quite a few years and I do have to honestly say that anytime I have to deal with customer service, it is horrible. The customer service service crew is very polite in the way they tell you they are always so sorry they can't help and they are very understanding of your frustration but they have never actually "fixed" an issue.

They did the same thing to me. I was told by the T-Mobile representative that it is T-Mobile's rule to charge a full month fee because I did not call them when I port my phone number to Pageplus eight days after billing cycle closing date. It is ridiculous that you have to call T-Mobile to tell them you are leaving T-Mobile. The porting process does not count as a notice. If you plan to leave T-Mobile, please call them and terminate your service on the first day you activated your service with your new carrier. Do not let them take advantage on your assumption that T-Mobile was notified when you port your phone number to a new carrier.

At the end of February, I made the regular monthly payment using the phone easy pay feature. Two days later, my phone was shut off. After multiple efforts to resolve the issue, we learned the company set us up as a minute by minute plan. We explained the problem and were assured the issue was resolved. The phones were turned on again, and then shut off a few days later. This time, we were told the payment was not made. When I checked my bank account, the payment was clearly withdrawn the same day I made it. T-Mobile next said I would need to send a copy of my bank statement to them. I did this and never heard back.

I contacted them again yesterday (4/30/10) to find out the status on my account. I was first transferred to the flex pay area, and informed they could not help me since I do not have a flex account. I was transferred to Natt and he was able to locate the missing payment of $107.85 and had his manager post the payment. Unfortunately, I was then told I had to pay additional fees for the flex account I never had and to restore service the company shut off after losing my payment. Four people later, this issue is still unresolved and I am looking for a new cell provider.

I cannot tell you how disappointed I am to be treated the way I was yesterday over a 3 hour phone call with a company I used to respect. I will no longer be using T-Mobile. My son changed phones today, and my daughter is getting a new phone on Friday. As each person we know is contacted, the wave will spread. We have 10 children, 9 old enough for phones of their own. They have spouses, friends, and children with phones. We also belong to many different organizations, with friends and family everywhere. This is how a company goes under.

I called T-Mobile on April 24th and asked them why my phone line was still suspended. They told me there was high activity on that line and it was because of roaming charging after April 16, 2010. I refused to pay roaming charges because T-Mobile did not tell me about roaming charges on April 16th. I was disappointed in T-Mobile’s service in regards to this situation. I have been a customer for 3 years and this is how T-Mobile treats their loyal customers. I stayed with T-Mobile because of customer service and voice plans prices. But looks like T-Mobile doesn't value their loyal customers anymore.

When I terminated my T-Mobile phone to save money by having home phone, internet and mobile phone with one company instead of three, T-Mobile charged $200.00 simply to terminate the contract. I realize there is a fee for termination. What I did not know was that I was under a new contract. I believe these companies should have to put on your bill where it is obvious the dates of your contract. I believe that customers in good standing should not have to agree to another contract just to get a new phone. I called customer service and the only resolution is for me to go back to T-Mobile. I am under contract to another company so this would not help.

T-Mobile's bill is five pages long and very complicated. There are multiple charges. I used 27 minutes of my allowed 300 and was charged for incoming texts. I am submitting this complaint mainly to add to the others in the case that something can be done about the outrageous actions of all mobile phone companies. I will pay the $200.00 because I pay my bills.

I called the 1-800 number, talked with a lady and explained to her they had no right to charge my account I had not given them permission. She said when you go online and you hit accept you give them permission. I explained that when I had gone online it was months ago and that when I was there I had no idea that it was for some game acceptance. I went on to explain that it was some lie.

I don’t go online any longer into things like that because it's all misleading. I also explained to her I have had my number changed and if that was the case, how did they get my new number because I have not been online to give out the new number and I see that they have been texting even this new number. So it is apparently both of them and the phone company.

The first lady hung up in my face and told me that their records didn’t show my first phone number. I asked again how did you get the second number and I even asked how they charged it twice if they didn’t have it. She hung up. I called back and got a new person who asked for my address to return a check for the 2 on the two accounts. I explained that I would like to have all of my money for the months of them charging me for something I did not use or care to purchase. I told her I would report this. This is stealing people information.

It is so sad that they take advantage of people in that way and my phone company I've been calling them forever asking why my bill was so high. I just pay the bill. I rarely have time with all that I do. I’ve been losing money. I've asked before last evening and I had not got any information from my own phone provider, which I have been a dedicated customer to for a year or two and left for about three months prior to that after 3 years of service and still I get this type of disrespectful treatment.

On several occasions, I spoke to different people about removing the collection from my credit report and send me a letter stating that there was a mistake made with my social security and for the negative information to be removed from my record. No one at T-mobile was willing to work with me or to help me out because of a mistake that was made on their end. I have been unsuccessful and my hopes of purchasing a home maybe dashed because of T-mobile's unwillingness to be cooperative. I am writing to you so that hopefully this will not happen to anyone else and that T-mobile be held accountable for their mistake and my credit report be cleared. Any assistance given in this matter will be greatly appreciated.

With due diligence, I was calling back and forth to T-Mobile and Asurion, speaking to reps, supervisors and anyone who'd listen. I finally received another case number and it was honored. I'd like to know why is it not illegal for T-Mobile to knowingly provide service to a phone that I have purchased and reported stolen. They have both confirmed that this new number on my stolen phone is a T-Mobile number. I've asked for the number but they site FCC rules and regulations. Okay, I understand that but, if you have knowledge that hardware that you (T-Mobile) provide service for is stolen, that's like receiving stolen property.

This information should be turned over to the LAPD Detectives. I have the IMEI number on the phone. So they can show up at that person’s door step and have them verify how they acquired the phone. I really don't want whoever it maybe at such a young age to have a police record, I'd much rather have them talk to the parent and retrieve the phone and hopefully that would be sufficient to teach them a lesson. Also, more importantly, my daughter will know now who her friend(s) really are. That's paramount to me! It really doesn't take a scientist to figure this out. (I'm talking about me.) Would you please help?

I can provide you with the IMEI number if requested. Here's an analogy for the attorneys (I can't bother my son; he's getting ready for the "Bar Exam"). If a car repair business would knowingly change an engine on a stolen car are they in some way culpable as well? The only economic is I had to pay $130 for another "MyTouch" phone. No physical damage at all.

My BB was stolen (approx six months later) and replaced (via insurance by T-Mobile) with another BB but I had same problem. It (the replacement) crashed after several months. It was a supposedly new but I now believe that also was a lie. Again, I was told if I upgraded to a new BB (more expensive model) and signed a new two-year contract (which I did in Feb '10), I was guaranteed (by a manager) that the e-mail component would work, it doesn't. Also note that although I paid for a new sim card, it was removed from the purchased BB box.

Over the past one and a half years, I estimated I have spent approximately 20 (plus) hours trying to fix problem, but T-Mobile is incapable of rectifying the problem. I have filed a formal complaint with the FCC and would very much like to be involved in the California class action suit.

I called customer service 1-800 at least a dozen times and several reps later to straighten my account. They told me they are only authorized to sell T-Mobile products but they were not T-Mobile authorized dealers. They reversed my new plan back to the old plan because I did not have to get a new plan. I am still having problems with bills.

Then I was charged on my visa $300 for the phones (was not aware I had to return). I called customer service again. They told me to return the cell phones to store. I went back on 4/26/10 to return phones. Now the T-Mobile sign is down and it says RA Wireless. He argued with me that he called me and left a message to return phones. I never received the message. We argued to remove the $300 fee. They told me my phone was scratched and he could not resell. He finally said he would only charge me $100 asked if I was happy. I told him no but charge me $100 and I will take it up with the Better Business Bureau.

As soon as I made that statement, he threw my credit card back at me and told me he would not take off the fee. Now, they have the phones and my $300. I had to take a day off from work to try to fix. I went to an authorized T-Mobile store. They made sure I only have two lines but I had to pay for new phones again. If I am responsible for the $300 then I believe he should give me back my phones.

They said they put in a service request for the tower in my area, but then said it could take 72 hours for the problem to be resolved. I know my problem is new, but I have two lines with T-mobile and I can't use either one and my cell phones are the only phones I have. I have three children and I am very busy with school and work myself, so I need to be able to use my phone especially when I am away for my children.

Only in the call on 4/5/2010 was I told that they have received it in Jan. However, I was refused to have the refund for the return. They also refused to send the returned phone back as an alternative since the charge has already been paid. The email to confirm that they have got the returned phone was also not received. The manager I talked with is named Amy. She promised to send me that email within 24 hrs after the conversation.

I called T-mobile again today (8:30 am 4/10/2010). This time was with an agent at the cancellation department. She stays with the same answer I got from Amy.

What is more, the phone was obtained by the ex-employee from a T-mobile authorized store without my permission and the exchange happened without my acknowledgement. It was a phone of a few months old which needed a little fix to the power socket then turned into a new phone with a 2 new two-years contract (so then we got two contracts for that one phone). That ex-employee explained that the store persuaded him into the deal without letting him knowing the whole situation. Though the store manager made an apology for the mistake, T-mobile should share at least part of responsibility to allow that to happen. The worse part is that the agent I talked with today tried to turn me away to the store, even for this refunding issue.

I spoke with a manager and I was given a 10% of the total charges. I was told by the manager to go back in the store where I purchased the phone and have him call into customer care to inform them of the error. I never had time to take care of that and so I just paid the bill. I really didn't think that I should have to do that anyway.

Today, 04/09/10, I received a bill for $757 which included a restocking fee of $399 for the replacement phone. When I received the phone, the box was damaged and I called in to T-mobile to request a new box and label and I never received it. Today, I was told that I would be responsible for the restocking fee. The new replacement phone that I received in December is currently having the same problem. The behold phone is not a quality phone. I have been a T-mobile customer for many years.

I work for a competitor of T-mobile and chose to keep my contract with this company because of the plans and the phones. Over the years, I have never requested any credits or refunds and the one time that I do need some understanding, the company clearly doesn't understand the importance of customer service.

I am requesting that the restocking fee be waived and a new box and label be resent to me so that I can send the phone back. I plan to go back in the store and order a new phone because this new replacement phone is always having trouble. I am also requesting that I receive a credit for all of the charges for the phone that should have had a block on it. This has caused me financial grief. My current bill with charges for the phone is almost 900 dollars. I just requested a 10-month payment plan for this bill.

Reading the bill, I saw that T-Mobile had not switched the plan that I had requested to switch from the 1000 anytime minutes to the unlimited plan. So, I called customer care and explained the situation to the lady, "Oh just a second while I look up your account" comes back and ten says, "it looks like the the plan you selected went into effect the 28th of March".

And I say how can that be since I changed it the 15th of March and the bill date starts the 16th. She went on to complicate the issue. There was no reasoning with this lady. I later called in the evening and basically got the same story from another customer care representative that they could not do anything about the bill.

However, if I had Called and spoke to someone at customer service to change the plan,they tell me that it would have gone to effect right away. Which makes no sense at all, moreover here is the kicker in the bill that I received they actually charged me to activate the new plan $35, now this really does not make any sense. I hope someone reads this and helps. Thank you in advance.

T-Mobile will not send a replacement phone that is new. We have had 5 (yes 5) refurbished replacements, all with the same problem. They will not replace the phone with a different model (not in the contract), will not give a refund for service (not in the contract) and will not let us out of their contract (not in the contract).

We have replaced the SIM card and the battery twice at our own expense. The only alternative they will suggest (and it is a ridiculous one), is that if we sign up for another 2 years of this nonsense, we get to pay the "full discount price" (over $100 for any phone) to get a replacement. They are a nightmare!

I requested last week that T-Mobile do another Hand Set Research in which they search their facility/receiving warehouse to see if the phone had been misplaced. When I called today to follow up on my request, I found out that they blew me off and did not even process my request. I've been doing a lot of leg work to find this phone and T-Mobile will not check on their end to see if the phone has turned up on their end.

You keep raising the bill every two to three days and that is not legal by NM law. So he, the attorney, is very anxious to get the lawsuit started since he don't get paid until the lawsuit is settled. I have made numerous calls in an attempt to get this settled with no luck. I would like to get this settled without having to go to court. Thank you.

This company has put me through a hard time, causing my nerve and well being to be in jeopardy by not receiving the bills in order for them to paid on time. And now, you have ruined my credit with your stupid and irresponsible bookkeeping clerks who type the bills and send them out to the wrong address.

Now, I am with the broken phone that they had sent me and I wasted more than 10 hours dealing with same problem. I am really tired of it. I asked them to cancel my account but they told me I have to pay the cancellation fee. How am I supposed to pay the cancellation fee if they are not providing me a good service? I have signed the contract to get the good service not like to get the bad service. They charged me over $199.00 extra for another phone they sent which was supposed to be free.

"I purchased two phones online on 2/17/09, one for phone number ** (Blackberry Flip phone) and one for phone number ** (Blackberry Curve). Before purchasing the phone I called T-Mobile on the phone to make sure that I would be purchasing the correct phones to receive a rebate. At that time I was not told to make sure to keep the UPC from the boxes nor was I told that I would need to purchase a web/data feature or messaging bundle add-on for an additional $14.99. I then purchased both phones online. A few weeks later I received both phones and threw away the box for the flip phone. Luckily, my husband happened to keep the other box for the Curve.

I called T-Mobile customer service to say that I hadn't received a rebate form and was told it was in the box. I was unable to find it, so I went online on 3/24/09 and submitted my information for phone number ** (confirmation # **). Then I cut out the UPC and sent it to T-Mobile with the paperwork that was required. Yesterday, I received a letter telling me that the phone was "not activated in the correct selling point per the terms and conditions stated on the rebate form for this offer.” I called the rebate center and spoke with a very nice woman and was told that I did not purchase the additional services for $14.99 that were listed on my rebate form and therefore my rebate was not processed.

Firstly, I would have liked to know that I had to purchase an extra service at the time I bought my phones so that I could get the rebates. I waited for 2 years to get this phone so that I wouldn't be paying $200 and now I am still paying $200 for it with a contract extension. Also, I don't think it's fair to throw in this stipulation after someone has already bought the phone for them to receive the rebate. It was not noted anywhere on the paperwork I printed out (enclosed) when I purchased my phone or when I submitted my rebate information online.

Secondly, I am also out the other $100 rebate for the flip phone I purchased for phone number ** because I threw away the box. I called customer service and was told there was no way they could give me that information and that they didn't track that.

I've been a T-Mobile customer since 2002 and I'm seriously considering changing service providers after this contract is up. I feel that both my rebates should be granted ($100 and $100), and in the future you need to let people know of the requirements they will have to meet before they purchase their phones and are told both phones are eligible for a rebate.”

As a consequence, I extended my services for another 2 years for both numbers in order to get both phones at a discounted rate. Instead of paying $300 for both phones I paid $500 and am now stuck in a 2-year contract with T-Mobile and would like to get out with no penalties or have them pay me back the $200 I should have gotten with the rebates.

“I have had a Blackberry 8320 for about 2 years. The first one (Gold) lasted about 6-8 months until it started the following: 1.) going from bright, to dim, to bright, etc. while the phone was set properly to stay bright; 2.) shutting down in the middle of any task and then re-booting only after removing the battery and re-inserting; 3.) scrolling (acting like it is working on something) when I am just viewing, playing the brick breaker game, or any other task, causing disruption in viewing or using the phone.

I have had 3 replacements since this original phone and they all do the same thing (except I do not have to remove the battery to get it to re-boot), causing much disruption when attempting to use the phone, etc. After working with T-Mobile throughout this series of events, it came to a head with T-Mobile telling me that it is your (RIM) problem and I should contact you. I have tried updating, using new SIM card, batteries, and anything else to figure out how I can get a phone that works. At this point T-Mobile is forcing me to upgrade and pay for another phone with 2-year contract in order to get rid of the problem.

As a T-Mobile for over 6 years, I find it insulting and a rip-off for them to suggest that I spend more money when I have been paying for services that are not being rendered by T-Mobile. At this point I am filing complaints against T-Mobile and RIM with the California State Attorney General and the FCC unless this can be resolved.

I am asking for your help. I think the Blackberry is a good device, but I am being misled by T-Mobile. Can you please help me? Thank you.”

The consequences are much lost in time, business, and faith in working with T-Mobile to resolve this long standing, disruptive issue.

The continuing month, the charge was on my bill again. I called and they said they were sorry and the notes said it was supposed to be removed. I got a call from a sales representative a couple of days later saying they cannot remove the charge because they received the phone 60 days after it was sent out. The rep told me the date that they go by is when they receive it not when you actually turn it in. I told them it's not fair that I have to pay for something I do not have and they have and if I had to pay then can I get the phone mailed back to my house.

The supervisor I spoke with said that the phone was long gone and you should have sent it back in a timely manner and should have read your packaging instruction. I was insulted. I am a loyal customer to T-Mobile with two phones I pay my bill every month on time, sometimes before it is due. I am in the process of paying the $600 because I need my phone service and I am in a two-year contract with them and if I cancel my service, I will be charged $200 for both phones. I am very unsatisfied about the way they treated me as a loyal paying customer and would like to get my money back and cancel my service.

I went to a local T-Mobile store to further investigate. Apparently a certain Alexander K went to a store and bought the phones and was apparently authorized by my husband over the phone. I waited to hear from my local police but no follow up. Yesterday, March 31, I received the next bill and the $45 charge was again included in the bill. I called T-Mobile and explained that this is not my purchase. A rep told me that the result of the investigation done by the risk assessment was that the purchase was indeed authorized and I have to pay the monthly $45 for the next 16 months.

There is no way I am paying for something I did not buy. Can they not track the phones purchased? Who really bought it? Was it an associate of T-Mobile? How can they just get into our account without proper ID? Their system is not secure. Someone could just pretend and know your SS# and they can do transactions with them. I need help desperately

My husband felt that what was being expressed to him was not what he was looking for. The store salesperson held onto my husband's Verizon Blackberry Storm and would not let it go until he agreed to bring in additional funds to complete the original transaction. When my husband arrived home he expressed what happened and I was disgusted and called the business and it was expressed to, that there are no refunds and what is done is done. The female sales person kept insisting on me coming to the store and speaking to her face to face.

I insisted on her acting like a professional and being able to communicate her thoughts in a professional manner. The salesperson stated that she would really love for me to come in and see her. I feel as if the product asked for was not properly represented for if it was, it would not have been purchased. All I want is my Blackberry Storm and they can keep the sim card that was purchased. I lose out on 80 dollars because of improper presentation of products. This needs to stop happening in all third-party cellular stores.

T-Mobile broke the security on the account (passwords and SSN) as T-Mobile reps disclosed my husband’s information and then has the nerve to ask us to make a police report. I since left T-Mobile importing my phone numbers to another company. We’re left with a large bill on my account and husband David’s account from the phone ordered and feel I should not have to pay contract fees, etc. as I have been a valued customer of theirs since the summer of 2003. There’s approximately over thousand dollars charge.

I asked to speak with his supervisor and after being on hold for more than 5 minutes, the supervisor, Josh, answered and told me there was nothing they could do since they received the phone in their warehouse (mind you, neither person asked for the tracking number which they had in the system from a previous call. I was told to call to give the tracking number when I sent the phone through UPS).

I then questioned Josh. I asked him why there would be so little to no communication with this department of T- Mobile and he said that they could not distinguish which phone may have a SD card in it. I explained that they should have better communication with their departments and then asked if the SD card which has my information on it would be destroyed and not sent to someone else. His response was "I assume so, but I am not sure". I was then told "you can buy another one". I have never had such poor customer service from T-mobile. Actually, I have had pleasant conversations in the past where I was thought of as a paying customer. I am livid and disappointed at the way I was treated.

I would like to mention that Josh stated if the package had not been received, they could have shipped it back to me to remove the card. I then responded by letting him know that no one including him asked for the tracking number to make sure they did receive it. So he then said, "Well, I do not have your tracking number to check this." I told him I had it and it should be in my file for when I called to give it to a rep letting her know that I shipped it. He told me that he assumed they already had it from what I said. I was belittled and made out to be a liar and was getting no assistance. It's such a horrible customer service.

I hung up the phone with Josh politely with the intention on making it known that T-mobile does not take care of their loyal customers. I hope that this e-mail can make it to the correct correspondence so that I can get answers regarding my SD card (which holds personal information). I am sure that with the HIPPA laws in effect, there is something that can be done to retrieve my card. I am not asking for a kidney, just what is rightfully mine (which I paid for).

In December 2009, I switched to AT&T. Two of the numbers were migrated over (my main number and that of my daughter), but one of them could not be. I didn't worry because it was not the primary number, and the 2-year contract had expired. I heard nothing from T-Mobile until today.

I received a phone call stating that I owed $192.06 plus an additional month that had recently closed. I asked them how they could bill me for a service that had no contract (it had expired). They told me that I needed to call them to cancel the contract, but told me that they would put me through to someone who could help resolve the issue. They then disconnected the call.

I called back and spoke with someone who asked me to verify my SS number and basically told me there was nothing that could be done. I asked to speak with a supervisor, and was connected with a man named "John B." (he's not allowed to give his full name). Mr. B. told me that it was my responsibility to pay the bill and that he would disconnect the line immediately, but that I should expect "additional charges". I don't understand why I should be responsible for a contract that had ended. I also don't understand why they waited three months to call me (they said that they had tried to call the number I believed to not be in service. Is it legal for a company to charge for an account that has not been used, was not the primary account, and had a contract that had expired?

The damage is that my credit is being held hostage by T-Mobile. First, their policy of charging $200.00 per line to force you to continue with them is outrageous, and second to continue to bill past the contract date is equally so. If I don't pay, they will mess up my credit. It seems to me that they are willfully charging former customers in order to make greater profits for the company. I believe this is fraud.

We had done this once before while my mother was still living and with a different cell company. It worked beautifully,and living so far away from them, we did not have to worry so much about them if their power went out or they got lost driving. T-Mobile said that we could add a phone to our current plan, with no changes in our contract and yes we could have a different area code in another state with no problems. This was told to us by one of their store employees, so we also called T-Mobile to make sure that it could be done. All that was required was for us to purchase the phone and send it to his caretaker.

phone calls to T-Mobile were meet with polite but totally useless assistance.

At that point, we really wanted to terminate our contract with T-Mobile. A $600.00 termination fee ended that dream. We decided to continue with the broken Blackberry and end our contract when the plan ended. The 2 year anniversary of the first phone ended in Aug, the friends and family or second phone in Nov and we pretty much thought that that was it. Then we found out that the story about being able to add the last phone without extending the contract was a lie.

We were now committed until March. In Jan, we asked for a final bill and we would end it then. We paid what we were asked for and requested that the phone service be terminated at the end of the contract in March. We also requested that T-Mobile not contact us any more. Since that time we have received a bill for $200.00 for early termination and phone calls up to 4 times daily. We have asked repeatedly for them to discontinue the calls as there are health issues at this house to no avail. We have since block T-Mobiles number. We believe that this is harassment.

I have been calling T-mobile for months about this. I keep troubleshooting, but it does not solve the problem. I even switched phone, and it was unsuccessful. I was told that they are having network problems in my area. I asked if I could be let out of my contract due to the fact that I am not getting good service and can only use my phone 50% or the time.

T-mobile denied to let me out stating that because I can still use the phone half the time, that's it's pretty much my problem. I have been a loyal customer for 5 years, and I do not know what to do. I want to switch to a carrier that could provide me better coverage, but T-Mobile won't let me out of the contract with no fee.

Before we even put this money in, T-mobile said that "yes, it was okay to put the $20 and make phone calls at 20 cents per minute" which made sense because we mainly needed it just in case my wife goes into labor. Now T-mobile says they got the money and we won't get call privileges and they won't refund what we put into the prepaid. Also, if we want to pay and restore service and upgrade our phones, we will have to pay for the phones in installments for the next 2 years. T-mobile, it's not worth it. Their customer service people is very arrogant and obviously don't know what the real service is because every time, you get a different answer and mainly just to get you as a customer, they make it sound very pretty and then you are stuck. Verizon might be expensive, but it's time to give them a shot.

This must be illegal to be locked out of my own account. Even the supervisor told me he could not tell me why or give me any information. I am shocked that such a large company is allowed to get away with this. I am paying almost $150.00 per month and not getting any service all day everyday. I am losing business by not being able to receive calls during the day and I am incurring long distance charges on my landline at my business because I cannot use my cell phone for which I pay for a no roaming, no long distance service.

This has been an extremely stressful situation for me. I don't have the money to pay for this, and even though I was disputing the charges they suspended my account. The only resolution I wanted, was for them to do the right thing, and remove the roaming charges. As I said before, I should have never been charged in the first place. Unfortunately, existing customers are being charged instead of upgraded to free nationwide which is what new customers can get. This is wrong. I hope my complaint will help other existing customers from being taken advantage of by this company's deceptive advertising.

On March 5, 2010, a message was left saying, "This is my final call, and because you failed to return my calls I will be responding to your complaint in writing, and forwarding a copy, advising them of our position, and the executive office now considers this matter closed." To my surprise, my cell phone service was reinstated, and the roaming charges were finally removed. I honestly thought they were going to continue to deny any wrongdoing, and make me pay the roaming charges.

Of course, I wrote the above statement before seeing their written response to my complaint. The Letter from the company:

"T-Mobile USA, Inc. ("T-Mobile") is in receipt of your letter dated March 1, 2010 regarding (customer's) above-referenced account. T-Mobile has made several attempts to reach the (customer) and has been unsuccessful; therefore, we are responding to both you and the (customer) via this letter. Please note that from the February 6, 2003 activation of the account through February 24, 2010, this (customer) was on the regional Get More 3000 rate plan. This rate plan provided a calling area, which consisted of the states of Massachusetts, Maine, New Hampshire, Connecticut, and Rhode Island. Any calls made to a state outside this calling area, or any roaming outside of this area was billed accordingly.

A review of the account confirms that service was utilized within Florida and North Carolina between December 9, 2009 and December 14, 2009. Because this was not within the (customer's) calling area, he was billed for long distance and roaming calls while utilizing service in this area. The total charges for the (customer) roaming were $315.43, including tax. Records indicate that on January 11, 2010, the (customer) was offered, and accepted, a $75.00 credit for a portion of the charges to resolve the issue.

It is T-Mobile's position that the remaining roaming charges of $240.43 are valid and owed. However, in a one-time goodwill gesture to a valued and loyal T-Mobile customer, T-Mobile has agreed to waive these valid charges. Service was also restored as a result of this adjustment. The (customer) changed to a nationwide rate plan on February 25, 2010; therefore this issue should not occur in the future. Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed as resolved."

I stand corrected, they're still in denial! Consumer Alert: If you're an existing customer of T-Mobile, and didn't know that you're supposed to "opt" in to get free nationwide, they are going to continue billing you roaming charges. Contact them immediately! This important information needs to be posted on the Internet. Thank you.

Even when I was trying to add the phone lines on 2/25/10, the sales rep was extremely inefficient. I had already stayed on the phone with the sales rep (Nick) for 90 minutes! To result in nothing! I do not take time wasted lightly. How dare T-mobile waste my time such as this. Another 20 minutes today just to get through to a rep that could help me with the order situation. I was told I didn't have any ** record. How can I not have any public record? I am an existing T-Mobile customer! One can only put up with so much.

Especially with the ridiculous overage charges. I monitor my text messages extremely diligently. #674 every day, but last month somehow I went over 5 texts, which is extremely fishy because I know for certain that I checked before I sent out messages. Thank god my contract is coming to an end in July. Expect a termination soon.

My first complain is that T-Mobile have change the cost of the monthly service from $9.99 to $14.99 without even contact me about, that is not disclosed in the contract I have signed. Second complain, T-Mobile now it is not longer offering @Home services to new customers and many services like call waiting, call forwarding and the most important to me conference call. When I find out the price change and the most important service to me conference call is not longer available, I have not longer need for this service, I am a real estate professional on the nights and weekends I use my home phone at home office number and I do contact multiple people at the same time.

I have contact T-Mobile customer service many times trying to fix the issue, and they keep tell me that is nothing they can do. I was obligated to transfer my home service to a different provider who does have the services I need. Now T-Mobile has sent me a bill where a $200.00 (two hundred dollars) charges for early contract termination fee.

I believe a contract is a dual term of responsibility, theirs to provide me a service on contract disclosed and mine to pay for service provide for the time in contract disclosed. They no longer provide the service and even change the cost of the service without information, so they broke the contract not me I try to have this issue fixed, but they don’t care about it. I have a business to care and I can accept this changes, I do want to T-Mobile reverse the termination fee and credit me back for the months I have paid $14.99 and not $9.99 what I have contracted their service for it.

I didn't know I was supposed to contact T-Mobile if I wanted to include this. I didn't know it wasn't already included automatically. The representative told me that "I" had to opt in. It was up to me to ask for it. Why wouldn't I want it? Why would anyone want to pay roaming charges if they can get free nationwide coverage?

Honestly, this has to be the most ridiculous thing I have ever heard. I never received anything that said I needed to contact T-Mobile if I wanted to include this free option. I have paperless statements, so I never received anything by postal mail. I also verified my e-mail address on the T-Mobile web site, but never received an e-mail.

I told the representative I would be notifying the Better Business Bureau and Consumer Affairs. Finally, after spending more than thirty minutes, of my time, disputing these charges, the representative spoke with his supervisor who offered to remove $75.00, basically, to shut me up. Again, I told him I should not have to pay for any of the roaming charges. He told me that was all he could do. It was obvious this conversation was going nowhere.

On February 15, 2010, I contacted T-Mobile again. After briefly speaking to a representative, I was given this address to explain why I was disputing these charges. I was then transferred to another representative who checked my account to make sure free nationwide was now included in my plan. I was told, unfortunately, the roaming charges are past due, so she couldn't change it until it was paid. When I told her I was disputing the charges, she put me on hold.

When she returned, she told me her supervisor was willing to remove an additional $75.00, but I would have to agree to end my dispute. I said, "Excuse me? " I told her I wanted all the charges removed, and that I should have never been charged in the first place. She told me her supervisor was not willing to remove all the charges. Again, there was nothing more she could do.

I am extremely upset, and completely frustrated with your company. I am also disappointed with your customer service department in attempting to resolve this dispute. Something as simple as including free nationwide for your existing customers who qualify, has become so difficult. No existing customer should have to jump through hoops, spend hours on the telephone, or write letters to have roaming charges removed. I refuse to be taken advantage of, or intimidated into paying for these charges.

As you can see, I have attempted to resolve this dispute several times, but your company refuses to do the right thing. You have forced me to take legal action, therefore, I am also sending a copy of this letter to the New Hampshire Attorney General's Office to investigate this matter, and hope they consider pursuing a class action lawsuit against T-Mobile for deceptive free nationwide advertising." I cannot afford to pay these charges, and will not pay for something that should have been included in my plan for free.

I called T-Mobile to discuss why my bill was so high and they stated that I am being charged for a phone that has not been turned in. I replied back that the phone was being taken to the UPS office and dropped off with the bag that was provided by T-Mobile. They stated again that it was not received. So I went back up to UPS and the young lady that received the phone from me at UPS wrote out a statement that the phone was turned in to be mailed back to T-Mobile recycling center. Plus, I had the owners of the UPS store run the surveillance tapes back showing me dropping the phone off and the customer service rep for UPS putting the phone in the correct box to go out in the mail.

Plus, I got UPS to talk to T-Mobile to verify the transaction taking place. I also got UPS to write out a letter to T-Mobile that this transaction took place and mailed it to the customer resolutions center. It is February 28th, 2010 and this is still an ongoing situation. I have gone far and beyond to resolve this but they continue to give me temporary credits stating that they have not found the phone.

I have been battling with them too long with this irresponsibility on behalf of T-Mobile from the beginning. I feel that they have not been fair to whose fault this is. Someone in the recycling center is not doing their job to locate this phone and not caring that this bill is trying to get charged on my account when I have done all that they asked to get my end covered of clearing this phone off of my back and that I am not responsible for the phone. I have done everything to prove that that phone was turned in as it was supposed to be per T-Mobile. Thank you for your time of reading this and I am very upset because T-Mobile continues to cut my phone off and on because they are not trying to do their job on this situation.

Upon receipt of the phone, I called to have the phone activated and was told that due to issues between the two carriers (T-mobile and my old carrier, MetroPCS), the portability would be delayed. I was told that it would take a few days and was assigned a temporary phone number in the meantime. I used the phone for approximately 2 days before calling T-mobile to follow up on the portability. During the conversation, I was told that the plan that I had purchased was for a two-year contract. I informed the representative that I was not interested in a contract as I only required the service for 6 months and assured the representative that at the time of my online purchase, the website had clearly stated that the phone was free with the flexpay, month to month service.

During that call, I insisted that the plan be canceled and we received a confirmation number for the cancellation. We were also given a return authorization code and were asked to mail the phone back for a full refund. We immediately returned the phone. We have confirmation that the phone was received by T-mobile in the form of UPS delivery confirmation (see attached UPS tracking results). We never received the refund of $60.10.

Soon after, on May 6, 2009, we acquired a T-mobile phone from a family member and connected it to a month to month plan with T-mobile. We have no complaints regarding the service that we received using that phone. We made all our payments in a timely manner until canceling our service in August of 2009.

As of June of 2009, we realized that we had not received the refund for the aforementioned canceled service and returned phone. At that time, we contacted T-mobile customer service and inquired as to the status of the refund. We were shuffled around from representative to representative, each claiming that they could not find the refund in the system. Eventually after approximately 3 calls, approximately 45 minutes each, on June 29, 2009 a representative realized that a separate account had been created during our short time with the internet purchased phone. The account was associated with the temporary phone number that we had been given. The refund was found and we were told that we would be receiving the refund in 7 to 9 business days. We were given the confirmation #. We waited and did not receive our refund.

We again contacted the T-mobile customer service, and again we were shuffled around from representative to floor supervisor and back to representative, and again we wasted an inordinate amount of time. We were told that the T-mobile cash application department could not find proof of the payment for the phone being received from our bank and they were therefore unable to issue the refund without us providing proof of payment. Although absolutely ridiculous, we faxed a copy of our banks internet banking service statement containing the debit. The faxed bank statement contained the date of the transaction, the amount of the sale and the vendor (T-mobile). We were again told that we would receive our payment within 7 to 9 business days after they received the proof. We waited and never received the refund.

Enraged, I contacted the T-mobile customer service on 08/10/2009. I demanded to speak to a supervisor. I spoke to a floor supervisor (I unfortunately don't have his identification #), who after a 40 minute explanation of what had transpired up until that point, stated that he understood what had been going on and apologized for the misunderstanding and delay. He offered me 500 additional minutes for our troubles and assured me that after I made my August payment, for the unrelated phone service we had, the check would be issued for the $60.10 I was owed, on the service we canceled in April. My payment was made over the phone on the next business day and I waited for my refund. I never received it!

All this time we were arguing over a refund that was owed to us. We purchased a cellular phone plan and canceled the plan within the 14 day cancellation period and we returned the free phone associated with the purchase. The balance on our account should have been -$60.10, the amount that we paid. Somehow, over the months that we were arguing back and forth, unbeknownst to me, the canceled account had been charged other fees?! Somehow on the bills associated with the temporary phone number associated with the online cellular plan in question, charges of $25.48 and $34.62 were made and then credited.

The famous $60.10 was also temporarily credited and then apparently charged again when the refunds that we requested were not granted. In the end, somehow, due to their flawed accounting and billing practices, on our bill dated 07/02/2009 we ended up owing them $94.72. Don't ask! We have no idea. We called and were told that an invalid charge of $34.62 was mistakenly applied to our account. We were told that it would be reversed, and it was! Wow! That left a balance of $60.10, the same amount that we had been arguing for a refund. Somehow what started off being money due to us ended up being owed to them?

In mid September of 2009, we received notice from the Bureau of Collection Recovery LLC, that T-mobile was offering a settlement for our balance (see attached notice). I was in shock! How could this be? I made numerous attempts to resolve this issue and was met with resistance from T-mobile over and over again. I attempted once again to contact T-mobile after the receipt of the collection agency notice and was told by all representatives and floor supervisors that they could no longer discuss my case.

One of the floor supervisors even hung up on me. I contacted the collection agency who informed me that I could pay the settlement, but I would then be reported to the credit agencies. I was told that in order to avoid the credit agency reporting I would have to pay the complete balance owed plus a service fee, totaling $64.31. I made the payment on September 23, 2009. To date, we never received our refund of $60.10, and paid $64.31 in a false charge to the collection agency. T-Mobile now owes us $125.41. They lied to us, made false statements, and failed to resolve our problem. In reality, they stole from us and we would like to see them be required to return to us what we are owed. We are now requesting assistance with this matter.

I asked to speak to someone above her and she refused giving me instead, I find out, a general correspondence address which I specifically asked for a presidential address. The issue is an additional "other" charge of $35 that I was told I would not have. I paid my bill because I do not want my phone or credit affected; however, I feel like the American public is at their mercy. I do not understand how it is that you can't speak to someone in authority to get resolution or to even be heard. I am the consumer and a great customer and feel that they believe they do not have to do the right thing. This is about much more than money. This is about standing up for not only myself but others that don't or can't stand up for themselves. I also have lodged a complaint with the FCC and am sending a letter to every Tmobile executive I found addresses. Thank you for taking the time to read my email.

1. the free phones are usually of poorer quality than our existing phones, so are not upgrades at all, but rather downgrades; for the last upgrade, we opted to pay extra to get a better quality phone; 2. there is a charge for doing an upgrade. T-Mobile called it an Upgrade Fee, in the amount of $18. Other cell phone companies have a similar charge, though it's even more expensive than T-Mobile's fee, for their supposedly Free Upgrade; 3. we are charged sales tax, an unexpected tax, and shipping too on the Free Upgrade (shipping because the last one was not done inside a T-Mobile store).

So, we spent $80.27 on the most recent phone "Free Upgrade ", $49.99 for the phone, $6.29 sales tax, $5.99 for shipping, and $18 for the Upgrade fee. The last phone cost us $19.47, done in 2009. This was sales tax on the phone plus the $18 Upgrade Fee. Obviously, this isn't a Free Upgrade at all, if we have to pay an Upgrade Fee and sales tax.

I finally spoke with a manager who stated they would send my wife a new phone at a discounted rate, as well as add my son to our plan for a specified price. Upon receiving the phones, we were billed near three times what we were quoted. I tried and tried to no avail to remedy the situation within a few days of receiving the phones. I even stated since my order was, "recorded for quality..." to go back and listen to what they quoted me. The response: "We can't do that". Furthermore, many T-Mobile reps were downright rude!

I finally spoke with a manager who stated, "Just send the phones back, and we will credit everything back due to 'Buyers Remorse'.” We did so, a month ago. They are stating they still do not have the phones we returned even though we used a local UPS store and T-Mobile's provided box and shipping labels. We are still to this day trying to dispute a $300 bill! They state they have no phone number for customer complaints, so they can do and say, even charge what the individual rep wants with no means of accountability.

In conclusion, be very careful with them! I can't wait until our contracts are up so we can switch to another provider with better customer service. T-Mobile has awful customer service now! Maybe they just can't compete with Verizon and AT&T, so they are scrambling for business any way they can get it, even if it means misquoting prices on phones and plans. We will definitely change plans. I don't care if they offer us the top of the line phone for free to stay. My wife and I have had it with them!

This morning when I checked my bill, it said $249.22. I was shocked and I called customer service immediately. They said that any change that you make online will always be effective from the next billing cycle. They also said that it says so when you make that change. I must have missed it when I reviewed my changes. I went back in later to see what the message looks like. I looks more like standard fine print, which is probably why I must have skipped it. I spoke to the agent and hung up when I realized that it wasn't going anywhere. I called back. After talking to the agent for several minutes, I asked to speak to a supervisor. I requested the supervisor to back date the change as a courtesy. He brought up a valid point that they had made a courtesy call in August 2009. I had gone over my minutes in August and they helped me out by bumping me up to a higher rate plan after the bill was processed.

But this is a different scenario. I had already made the necessary changes to my rate plan before using up extra minutes but I had not noticed the effective start date. I talked to the supervisor for about 20 minutes using words like "request you", "I'm sorry for using your online system, I promise I will not make that mistake again", "I don't want to be fined for $200 for not noticing the effective start date", etc. The supervisor was very kind and told me that they can only make one courtesy call in the lifetime of a connection and he would not be able to help me out again.

The current bill I have received is more than four times of what I expected it to me. The problem I have is that I cannot afford to pay this kind of money. I am getting out of a tough period and was hoping to not get into anymore money problems. Even if I could afford this bill, I shouldn't have to pay four times the expected bill because I strongly believe that I made the necessary changes to my rate plan before using their minutes.

Then on February 22nd 2010, I get a text stating that I owed $249.98 to continue my service by February 28th. I spoke with a couple of service reps and eventually I went to the retail store and had a retail rep call the call center. They battled back and forth about whose fault it was that I received false info. Now my dilemma is with the with rep #1219, the reason being that when I called back in Dec about my phone being off, she did a temporary adjustment on my phone so that it would be on right away. She was supposed to reverse the adjustment as soon as the payment posted that month which she did not. She did not post it until this month which is February. That is why when I went in in January to pay my bill it showed that I did not owe anything.

Due to her negligence of not doing her job, it now is costing me double this month. I am on a budget. I am a single mother with a part time job and I cannot afford to pay $250 for something that is not my fault at all. I have flex pay for a reason, so that I would not have any overages because I knew that I could only pay a certain amount a month. Tmobile is blaming me for their employee's mistake. I really need my phone. I have a daughter with asthma and now I am going to be phone-less due to someone's negligence other than mine! How wonderful is that? They showed no integrity at all or lack of concern. I feel so used as a consumer!

They charged me a "contract termination fee" of $200 on my final bill. I reported to them that I never signed a contact. They told me because I purchased a phone from them I had to honor a 2-year contract. I told them never did I read anything about a contract on their web site. I was informed that the cost of the phone was discounted in lieu of agreeing to a contract. They said I was obligated to pay the $200. This makes no sense to me. I cannot afford my food items some months due to the high out of pocket Rx expenses we have, let alone paying large company $200 for nothing. I keep a cell phone service because I sometimes experience dizziness while driving. I need a phone to call for help if needed.

They basically refused to let this line out of contract and insisted that they would charge me a penalty for early termination. I have cut all services with them and I would advise anyone looking for cell phone services that this network is the weakest of the three major providers and now customer care has become very cut throat.

Don't trust any verbal information you get from them. This is not due to rogue individuals, they are very intensive in their training. This is clearly company policy to deceive and then when opportunity arises, they bully and deny.

So telephone is under my husband’s name. We have a family plan. So 2 months passed by, we were paying $54 a month. This month, a bill came around $1,200. I right away called T-Mobile customer service on February 6th. Customer service said that they cannot help me because I am not an authorized person to even tell to them. So I got my husband on the line and got authorization from him.

I asked them what this bill is about. He did not answer me. He connected to me another person (David) and he told me that I exceeded the limit which is 5 GB. I told him when I purchased, customer service did not even mention anything about limit. He said it is unlimited internet service. I told him that I cannot pay, this is ridicules. He told me that all the conversation is taped. I said go right ahead and listen my conversation when the time I purchased the stick and the plan. He then connected me to Finance department. Of course, he also did not help me because "I was not authorized." I got so upset. I told him that he is the 3rd person and my husband gave authorization to first person came to help. No, he said he still needs authorization. I tried to get my husband on the 2nd line but I lost connection to T- Mobile finance guy. I told my husband to call them and authorize me for the 3rd time. He then said later, he called and authorize me to speak to them.

On February 10th, I called back and spoke to representative. She said that she (Marla P.) apologizes but there is nothing she could do. I asked her listen the conversation that they taped originally the day I got the stick. She said that they random record. I told her to close the account. She said that I have 2 years contract. If I close, there is a penalty. I got so upset and told her that they are all lying to get business. It is not fair to customers. I said I am literate and I do speak and write English very well. I could not be this wrong. She closed the account.

This is not fair to any customers. They did not question authorization at the time I purchased the internet stick. But they make sure not to talk to me at all when I question the bill. I am sure I am not the only one that they lie to make money. I do not know what to do but to report what happened. I hope you can help. Now, they are saying that I am liable for the bill. They said that they send e-mail to let me know about 5 GB, which I did not even see any e-mail.

The physical and economic consequences have caused me a great financial burden. The T-mobile office was reluctant to address my concerns and at times belittled my argument as well as made some threatening remarks that service will be terminated. Furthermore, as a working mother with a disabled child, I find it appalling that such a company take advantage of its customer. In addition, I have experienced call interruptions, service problems as well as equipment failure of which none have been rectified or granted credence to. Please try to get to the bottom of this as all I get is runaround from one agent to another, stating memos are in place and that I am responsible for the charges.

Also, please audit my bills as I asked to see them and the merchant has both refused to supply them and gave me no other recourse than to reach out for your help. I should not have to pay this outrageous bill and should be adjusted accordingly going back to June of 2009 for the overcharges made to me unbeknownst to me. This is a serious problem that should be addressed and investigated by your office as I'm certain it can affect other individuals facing similar concerns.

When you have loyal customers you try your best to work with them, even if your policy say something else—because your customers are the one who has you people employed and don't forget that. Everyone that comes to me about joining T-Mobile, I will definitely tell them no! Just like you all tell us. It’s sad when you can't consider a few more days to wait for your payment. You people are very loyal to your customers. I will be leaving this year if I have to buy out of this contract. My son, who is in college, will have his phone cut off and I will not be able to contact him.

I tried the web and there was nothing. I called and was given same 800 number for reservations. It was no help. I went to the store, no help. I spent 8 hours one day on the phone, overly nice and all I got was a merry go round. They lost a customer because they offer no customer service and ripped me off. I will never ever want another T-mobile high end smart phone again. I challenge anyone to try and get real help with authority on the net or phone. They lost a lifetime customer. Their service has also diminished to the lowest of any provider I know about. Pull off the freeway and you're out of touch. T-Mobile should pack up and go back to Europe and stop ripping off the United States consumers. Over ten years, and I don't exist. Good ye forever. Please leave.

I just got off the phone with T-Mobile customer service and the lady told me it was a mistake they made with the notice and the mistake was corrected in November so we were not supposed to use the Wi-Fi to make international calls. So I asked her if it was a mistake and corrected with previous customers which has had the problem why you don't inform all customers not to use the Wi-Fi system but kept itunmentioned to victimize other customers. She did not have an answer but tried to offer me $200 credit on those calls which I refused. My question is that if those calls are not legitimate why do they want to give me $200 as credit to keep quiet. Thanks.

Then a couple months later, the trackball got jammed to the left which made internet use impossible so they sent me a replacement phone. I have a Mac and Blackberries don't talk to Mac so I couldn't back up my data and lost everything again. Then a month and a half later, the internet and messaging went out. I tried calling customer service and they said to call them on another phone (which I don't have). My housemate even works for Blackberry and could not explain the error message I was receiving. He lent me his phone to call customer service and after an hour of being transferred, holding and chatting with an agent, his phone battery died and the problem was still unsolved. The next day, I called back to discuss my many issues with the "retention" department and they ordered me a replacement phone.

They keep sending me the same model with the same problems. I have been in my contract for almost a year and have had nothing but negative experiences with this Blackberry Curve 8900. I am now on my fourth phone, hand writing my contacts one at a time. I've begged and pleaded to get some other phone but customer service says my only option is to "upgrade" (which means I pay full price for a new phone). I've spent $150 and countless hours with customer service because the phone I have does not work the way they said it would and now they say the only way to fix it is to give them more money. I feel like I have paid too much for too little and I'm going insane. What do I have to do to expose this scam I'm caught in?

I was only free to do this on the weekend before the date. I figured that I would just pay the full final month and be done, which I did. T-Mobile claims that when the new carrier pulled my phone number, the account was automatically closed and my contract was violated. They assessed $100 in early termination charges, despite being paid for the full final month plus possible late charge, threat of collections, and damage to credit.

Days prior to porting my number, I confirmed with T-Mobile the day that my contract would end and that I could cancel at that time without penalty or any fees. After porting my number on January 8 and thereby terminating my contract, I received a bill from T-Mobile charging me for the entire month of January (through the date of my billing cycle of January 26), even though they did not provide me with any services from January 8 until the 26.

Thinking this was done in error and that they would charge me from December 27 (the beginning of my billing cycle) to January 7 and not for the entire billing cycle, I called them only to be told that because I didn't give them 30 days' notice before terminating my service, they could bill me for the entire cycle because I cancelled during a billing cycle. The representative claimed that they could do this despite the fact that as of January 7, I didn't have a contract with them and even though they didn't provide me with any service between the January 8 and January 27.

I asked them to show me where it said that in my contract. I was told that I was bound by whatever the terms and conditions currently are on their website which includes this 30-day notice rule. I ultimately end up with a "supervisor" named April (1725357). I explained to her that I had called several days before the end of my contract, and no representative mentioned that to me when I directly inquired of costs entailed if I terminated on January 8. I asked her if the calls were recorded. She replied some of them are. However, when I asked her if they could be accessed, she said that she couldn't access them and that she didn't know who could and that she was "sorry" if someone gave me bad information but that I owed them for the entire billing cycle.

I told her that I wasn't going to pay for service that I didn't receive but would pay for service prorated up until the 8. I asked her how I could go about disputing it, and she told me that I couldn't dispute it, because she had decided that they were legitimate charges. She said if I didn't pay it, my account was "at risk" and that I would be sent to collections.

I asked her where I could make a complaint and the number for her legal department. She told me there were no phone numbers, and I had to write a letter to some PO box number. And she gave me an address in Washington State for the legal department. I asked her if she could at least hold off sending my account to collections, so I could contact the legal department. She told me that my account was already "at risk." That was the end of the conversation.

Figuring that there had to be a way to dispute a charge, I called back about 2 hours later and asked to speak to another representative about how to dispute the charge. The woman who I spoke to (Cheri) was extremely polite and told me that April was mistaken and that T-Mobile no longer billed for the entire cycle when you cancelled in the middle of the billing cycle, and she "fixed" the mistake. Very scary. I still don't know who was right, but that supervisor April basically told me that I would either pay them or they would mess up my credit. I felt very bullied and without any options. I would never go back to T-Mobile. I think that they are very shady.

I then purchased the the G1 Google phone and this was the biggest mistake I have made, nothing but problems and of course T Mobile would do the usual. Sorry we can't help you but you can eat the cost and buy a new phone, which I did, and now I have just purchased a new Samsung comeback and less than 3 weeks but more than the 14 days they give you, it went bad as usual. Well, the usual we can't replace it with a new one because you are past your 14 day new phone warranty, however, we will replace it with a used phone but your warranty still runs from the original purchase date.

Why does the attorney generals office of consumer affairs dept. keep letting these cell phone providers rape the American hard working people with their policies and bull crap of 14 day new phone warranty and ripping the people off of hard earned money and when you try to get out of your contract, they want to charge you for that. When will someone in our great country stand up for what is right and do something to help the middle class people from being the victim of this unusual standard of policies and unfair actions without being held responsible. Going weeks without a phone while you wait for your used replacement and they offer no cost reduction to your bill for their defective product and the cost of shipping and purchase of new phones only to be replaced with a used one, where they are making a fortune by reselling and using these phones for replacement.

I'm wrongfully being billed for international data usage in the Dominican Republic, a total of $452.53. I explained to manager and Representative Patrick that during my stay outside the U.S. my phone was not used for data. They indicated that if I sent MMS pictures that would be consider data usage and that I must research and Google carrier Orange in the Dominican Republic to question. He explained that my G1 T-Mobile phone has a 3-megapixel camera which can generate a cost of an average of $15.00 per send. If that was so, then, the amount of $452.53 is completely wrong. They refuse to help me, despite of my almost 4 years or more with them.

On February 02, 2010 at 8:50 pm or so, the manager refused to help me and told me basically that I must pay charges as is (correct or incorrect). I'm placing a complaint against T-Mobile for customer mistreat and for unauthorized charges/usage during my stay in Dominican Republic on January 2010.

I called customer service and they sent me to sales. I have been paying $122.00 every month and have never missed paying. Sales told me that I should have been paying $59.95 per month and he told me that something was wrong so he told me that he was going to switch me back to customer care. Well, he just sent me back to the automated answering and I finally got to customer care.

I talked to a guy and he told me that I was actually supposed to be paying $69.95 and with taxes and maintenance that I was supposed to be paying only $99.99. When I questioned him on how they were charging me $30.00 tax on $99.00, he tried to clean it up by telling that there were taxes on each benefit that I got. I told him that they can't charge me tax except on my total bill. Then he told me that there was a glitch in the computer and that if they didn't watch it that even though a customer's bill had been paid, the computer would still cut your service off and that all the customers had to pay for this. I informed him that it was not up to the customer to pay for the problems that they have with their computers and he told me that all the customers were paying. I told that I didn't care what the other customers were doing but I was not going to pay for their problems and I told him that I was going to contact the FCC about this.

It has gotten worse with my phone since I spoke with them on Sunday. I am on a walker and have limited mobility. When I went in to the store 2 months ago, they told me that there was nothing that they could do for me. I told them that if I violated my contract, they would disconnect me and send me to collections and just as I am held accountable to keep the terms of this contract then they needed to keep up their end of the deal.

A year later, I have them calling me, and now, they have sent it to a collection agency. I want them to apologize.

As I explained to many representatives there (representatives who refused to let me speak to a supervisor), we don't have utility bills because we are homeless and are living in a motel. This is the 3rd place we have lived in Massachusetts that has no T-Mobile coverage: Pelham, Bernardston, and Becket. Since I am unemployed and my daughter will not be in one place that actually has the scant coverage T-Mobile offers in this state, I've asked them to finally let us go. They will if we pay an exorbitant fee. This company hates customers, and their customers hate them back. We will have no phone at all, or my young daughter's credit will be damaged.

I have even spoken with a supervisor, and they did nothing to resolve our problem. The service is terrible. Fortunately, our contract is up in the next month, so we will be changing providers. I have been so discouraged with T-Mobile that I had to report it. Thank you. We have been paying for service for several months now without continual usage of our cell phone. Being cut off from a conversation when dealing with business issues is embarrassing and frustrating.

I have contacted T-Mobile numerous times regarding the problem. All they can tell me is there is a problem in the area and they "are working on it". The have no expected date of when the service will be available again. My neighbors who have AT&T cell service have reception with no problem. Since T-Mobile is unable to provide me with any idea of when the problem will be fixed, I would like to cancel my contract with them and switch to AT&T. But T-Mobile wants to charge me a $200 cancellation fee to discontinue service with them. Is it fair that they charge me the fee when they can no longer provide me with service?

I said I cancelled the phone on December 22 and settled my account on the phone. He said that the charges are not pro-rated, so, I have to pay another full month. I asked if he can remove this charge since I didn't even have a phone number with T-Mobile for this period! He said, "No, the charges are legitimate". I find this practice outrageous. They continued charging me despite the fact that I cancelled the service on the phone and paid the balance that they gave me right away. I think this is a deceptive practice to try to run people down and intimidate them to pay this illegitimate charges.

They lie! Now, I can't even see my bill, because they won't send me a paper bill, and I no longer have access to my account online! T-Mobile is a criminal, and no one should use this service. Buyer, beware!

The next morning, we tried to call the airport lost and found for 3 hours, before I had to give up and go to work. After work, I did end up calling and reporting the phone missing at around 3 that day. When I looked at my phone bill, there were $300 in international calls, made just 40 minutes after my daughter realized her phone was missing, until the time I had it suspended. I called T-Mobile, and asked if they could waive the charges, but they said no, even though I could tell them the exact time she realized the phone was missing, and if they looked, they would see I have never called these numbers in the history (12 years) of my time with T-Mobile.

I begged and pleaded, and they said the best they could do was offer me a measly 10% off the total bill. These charges don't include the roaming charges that were acquired, so in total, it is about $500 in calls my daughter never made. I find this so unfair, and do not know what to do. I never dispute my bill, and have been a faithful customer. Every time I asked to speak to someone above the person I was speaking with, I was told they all had the same level of authority. So, I am left with a $500 bill, not including my monthly charge, and what my daughter charged internationally, to pay because some scumbag saw an opportunity to call family in the Dominican Republic. If anyone knows what I can do, or who I can contact besides T-Mobile, I would greatly appreciate it!

They told me that the only way to upgrade for free or for a cheap price on the phone was to get a 2-year contract. I asked them what were the advantages of being a loyal customer for 5-plus years and they really could not answer the question. I decided to drop them and go with another cell phone company. T-Mobile does not care for their loyal customers. They are just concerned in getting as many new customers as possible to get them tied down for 2 years to make a "quick buck". I had to buy new phones that cost me over $500.

That's over $1200 for the contracted time. Don't get me wrong, it's not that we can't afford it, it's that we were misled into paying thousands of dollars more than we needed to. I was very clear on what I wanted but was told it was not possible. I don't believe the contract should be valid, because it was signed under false pretenses. I went into the store with my complaint. I wasn't rude, but I was firm on my belief that I should not have to pay early termination fees (or any other fees) to end the contract, since I was either misinformed or lied to when I signed the contract. The man I spoke to (Al) said he couldn't help me. He called their CS department and they said they couldn't help me. I called the 877 number for T-Mobile this morning and 'Tanya' said she couldn't help me.

I received a call from T-Mobile in response to my Better Business Bureau complaint. The representative (Ally) said that I signed the contract so it's binding. She said all the staff are well-trained in their products and implied that such a mistake was impossible. If that's true, then it only confirms to me that I was lied to rather than it being a mistake. The whole experience is sickening. I don't plan on giving up no matter what they attempt to do with my credit rating. I'm ** off and I'm going to fight them any way I can.

By looking at the billing from the first interact with web service, I was charged $39.92 for 199.6201 mb of usage. Every time we turned on the web, I was charged for. My bill was prorated from the date of purchase 12/23/09 to 1/6/10 for the total amount due of $410.73. I received this bill today, 1/14/10. I call customer service immediately for clarification with my bill. The advisor place me on hold for 3 minutes. When she returned, I was told that there was no record stating notification the consumer of her limited and all charges are legitimate. I was mislead as a customer with T-Mobile. I am also a good customer who currently has 3 phones which currently cost me more then $250.00 a month.

I did not have the money in the account and the charge was pending. I then went to the bank to cover the charges to avoid paying overdraft fees. I called to see what happened and they said I did place the order for the phone. I told them that I did not. They asked me for permission to review the taped conversation. I told them of course. It was determined that I did not authorize the transaction. Being that they did not have authorization for this and it was their mistake, they offered a $25.00 credit on my account.

A couple of days later, I called to review the plan and confirm monthly charges. At this time, I was told that my initial payment was $126.58, yet my bank payment was $151.58. The representative gave me credit for $35.00 to make up the difference. I was very happy. I guess that's the way they suck people in to stay. Now it's January 2010 and I am very excited with the New Year until I received a text on the 9th that I owe $46.75 due on the 14th. On the 13th, I went to the bank, made a deposit, and when I returned home, I wanted to verify the deposit because I paid the $46.75. This is when I saw a payment in my checking account on the 9th to T-Mobile for $72.76.

I did not have the funds in the account, being that I was not aware this was going to be posted to my account. This payment was also charged an overdraft. I picked up the phone and called T-Mobile to resolve this problem. I was on the phone for at least 3 hours being switched from one person to the other and retelling the whole story each time. The initial payment was also now $72.76, not $151.58. This was a big mystery for which she had no explanation. My bank statement showed $151.58 paid to T-Mobile. There was no communication and lack of customer service during this phone call.

They are thieves that now took $151.58 and $72.76 and $46.75 and $40.00 in overdraft. I did not ever authorize EZ Pay on this account or give them permission to charge my account. The final decision was that T-Mobile will put a trace on the payment the bank is showing and that will take 6 business days to resolve. They confirmed that there will not be any more EZ Pay payments made to this account. Getting to this point was extremely frustrating and I believe I made a big mistake by switching carriers. I will never recommend T-Mobile to anyone.

I told the rep that debit and gift cards are a gimmick used to make rebates/allowances amounts offered by companies as difficult as possible to access/recover. And that, as a result of my experience, T-Mobile would soon be losing me as a customer, which I've been for more than 12 years. By the way, the debit card was issued by CitiCards, another company I'll never do business with again.

It cost $179.00 to purchase the phones plus $30.00 to change phones, and possibly additional charges that I am not aware of, plus $400.00 for both of us if we want to discontinue services with T-Mobile.